Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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Complaints

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

Customer Complaints Summary

27,472 total complaints in the last 3 years.
8,063 complaints closed in the last 12 months.

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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:08/03/2022
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.
A Tmobile rep ****** us up for internet services when they do not even service our area. Also talked me into switching cell phones from ******* to them. She misrepresented how their porting works for phones. Equipment arrived and internet wasnt connecting. Called them. Realized that the rep had ****** us up under false information, so canceled internet and phones right then and there. Had to block Tmobile from taking money from my bank account. I have spent around ************************************************************** accounts closed with no balance. They continued billing, and I called every single time. Then they sent to collections. I spoke to collections company, Southwest Collections. They documented dispute. Well now they have placed $160 **** on my credit reports as in collections. No services were EVER activated. I actually was just even sent a credit that they had owed me, on a prepaid card. I have spent MONTHS dealing with this. Too many phone calls to count, multiple visits to the Tmobile store near my home. Over 10 hours collectively on the phone dealing with this. I have been told repeatedly that it was taken care of only to now have this on my credit report. I DO NOT OWE THEM. Their representative ****** us up for services and they do not even service our area. We were lied to that our phone numbers wouldnt change. I own a business, told her that my phone number could NOT change. She also said that Tmobile would pay the remaining balance on one of our phones. Then when equipment arrived, we were told that we had to pay it and after 30 days we would get reimbursed and get our old numbers back. I canceled IMMEDIATELY. They still took money from my bank, about $150. Then sent me bills even after it was all CANCELED. Another man was in Tmobile store for the EXACT SAME REASON on my first visit into the store. I need help for sure. Have just filed disputes with Transunion and Equifax as well. PLEASE HELP.
Business Response
Date: 08/15/2022

August 15, 2022

FILED ELECTRONICALLY

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

Re: ****************************** No. 17667734
T-Mobile Account No. ********* & *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 3, 2022, regarding the above-referenced accounts.

T-Mobile regrets any concerns ********** may have with the above-referenced accounts, and we appreciate the opportunity to respond. T-Mobile records show on February 24, 2022, ********** activated two accounts, the account number ending in **** for ********************* for $55.00 per month and the account number ending in **** with three voice lines of service on the Magenta *** rate plan for $185.00 per month. Please note ********** enrolled in AutoPay at the time of activation. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer. As ********** choose to enroll in AutoPay, each line received a monthly credit of $5.00, and the voice line account was approved for the 2022 Line on Us P2 promotion which would have provided a monthly credit of $29.27.

Most postpaid T-Mobile accounts are billed by a system known as **** current. This means charges for ************ rate plan were billed in advance of the service being provided and became due within that billing cycle. The account number ending in **** was billed from the 25th of the month to the 24th of the following month and due on the 17th of each month. The account number ending **** was billed from the 26th of the month to the 25th of the following month and due on the 18th of each month. The first billing statement for the account number ending in **** dated February 25, 2022, reflected a total balance of $50.00, which was paid via AutoPay on March 15, 2022. The first billing statement for the account number ending **** dated February 26, 2022, reflected a total of $140.00 and was scheduled to be paid on March 16, 2022.

Our records show that on February 28, 2022, ********** contacted Team of Experts (TEX) to inquire about the *** cards for the voice lines on the account number ending in ****, and explained that she did not intend to use the service. On March 3, 2022, pursuant to ************ request, the Home Internet account ending in **** was canceled. Due to an inadvertent error, the account ending in **** remained active until April 13, 2022, when it was canceled for non-payment.

T-Mobile records confirm on July 14, 2022, ********** was sent a refund in the amount of $34.75 from the account ending in **** and on August 8, 2022, a second refund of $15.25 was processed; this account remains closed with a zero balance.

Upon review of the account ending in ****, the outstanding balance of $160.00 is reflected on the April 26, 2022, billing statement, which consisted of charges assessed since activation. As noted in ************ correspondence to your office, on June 3, 2022, the account was referred to the third-party collection agency, ************************ (SWC), as our internal collection efforts were unsuccessful. Additional review of the account confirms that service was not rendered and therefore, on August 10, 2022, our office applied a credit of $160.00 to the account, which updated the account to a zero balance. T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for ************ credit report to reflect the change. We sincerely 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 ************ contact with TEX.

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: 08/15/2022

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,

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

I did receive a phone call last week from a Tmobile representative, she apologized for the inconveniences and upset related to this issue. Apparently that second account was never closed when I asked it to be. I will add though, that after over 10 hours collectively on the phone for months with Tmobile and the collections company, plus visits to the local Tmobile store. I had been told REPEATEDLY that both accounts had been closed with no balance. This issue should have never reached collections. I asked numerous times to speak with an escalations ***** and was refused that option every single time. Better customer service skills are definitely needed.
Initial Complaint
Date:08/03/2022
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 talked to T-Mobile on 08/01/2022 and informed them I wanted to cancel my account. I was told that I would pay $3 and some change from the 17th until the 1st which equaled to $83.00 plus, $149.98 for the two iPhones that still had a balance, which equaled to $233.00 on top, I was given a credit of $25.18 which would leave a balance of $207. My mom went to the T-Mobile store to pay off the balance since they said they couldnt take more than $189 over the phone. She was charged $149.98 for the phones and an additional $189 and some change. I called T-Mobile and spoke to a representative named *** who I was on the phone with for over an hour. She told me to go to the store to get the credit since my mom paid cash. Got to the store and was told they couldnt do anything. I had *** on the line so she could explain to them what she told me and she hung up on me. Also, I had cancel the phone insurance on line ending in **** back in April and was never removed until last week. I never got refunded for the additional months they kept charging me because they said they couldnt do that. T-Mobile is out here robbing people blindly. I had been with T-Mobile for 6 years and always had bad service. I was forced into buying new phones (the ones that I still owed $149.98) because they said my services would work better, they did not, got a router did not work better, got new SIM cards also, not working good. Now they want me to pay the balance of the phones and still charged us way more than what we were told and now Im getting the run around for the extra amount we were charged. Someone please help, as this is not okay.
Business Response
Date: 08/15/2022
August 15, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17667276
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 3, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ******************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. ******************** had four voice lines with T-Mobile ending in 0789, ****, 4042 and 2272. ******************** subscribed to the T-Mobile Essentials 2+ rate plan for $100.00 plus tax per month for the first two voice lines and $20.00 per month for each additional voice line. Additionally, ******************** also subscribed to the Protection 360 feature for $18.00 per month, on the number ending in ****.

******************** billing cycle ran from the 17th of one month, to the 16th of the following month, with the **** being due on the 9th of the month. ******************** was on our **** current system. This means charges for ******************** rate plan and services were billed in advance of the service being provided and became due within that billing cycle.

On October 28, 2022, ******************** purchased two Apple iPhone 11 61GB handsets using our Equipment Installment Plan (EIP) for $599.99, per handset, for the mobile numbers ending in **** and 0789. At the time of purchase, ******************** was not required to remit a down payment for either handset; however, she did agree to a series of 23 monthly installments of $25.00 and one final installment of $24.99, per handset. When a customer purchases a handset through **********************, they are provided a 20 day return period. If the equipment was not acceptable, it could have been 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.

******************** billing statement dated July 17, 2022, reflected a balance of $232.43 which included monthly recurring charges, equipment, and a late payment fee from July 17, 2022, through August 16, 2022. On July 23, 2022, ******************** was issued a goodwill credit of $18.00 and on August 1, 2022, she was given a credit $25.11 for coverage concerns, updating the balance to $189.32.

On August 2, 2022, pursuant to ******************** request, the account was cancelled. At the time of cancellation, ******************** had a remaining EIP balance of $74.99 per handset. On August 3, 2022, ******************** remitted a $74.99 EIP payment for each handset, updating the remaining balance on the associated **** to zero. ******************** also remitted an account payment of $189.32 updating the balance to zero. Please be advised, when an account is canceled before the end of the billing cycle, the final billing statement *** contain credits for prorated charges.

Regarding ******************** concern not receiving good coverage while with us, T-Mobile cannot guarantee coverage in all areas as there are several factors and conditions that *** interfere with actual service, quality, and availability. If a customer purchases a new handset due to coverage concerns, the new device *** have different band frequencies; however, we cannot guarantee that a new handset will resolve any coverage concerns. On November 17, 2017, T-Mobile sent ******************** a Signal Booster to assist with her coverage concerns. Furthermore, on October 8, 2019, T-Mobile sent ******************** a Cell Spot device to further assist with indoor coverage concerns. Both Signal Boosters and Cell Spots are T-Mobile property and must be returned if an account becomes canceled to avoid a non-return fee.

As of the date of this correspondence, the above-referenced account remains closed with a zero balance. As such, ******************** is not eligible for a refund at this time. However, our office will follow up on August 19, 2022, after the final **** generates, and if there is a credit balance, we will refund it via a prepaid refund card to the address on record. Please note once the refund is processed, ******************** can expect to receive it within ten business days. T-Mobile regrets any inconvenience to ********************.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 10/05/2022
Hello *******,

I was with T-Mobile for 5-6 years. In that time frame I made a ridiculous amount of calls to their customer service number because phones were never working. Got **** replaced, went through technical support one too many times for the same issues, among many other . I tried working with them over and over but the problem was never fixed. I would never get call backs as promised to fix my issues. So, I decided to cancel my plan. I called and said I wanted to pay everything in full. They told to call a certain day so my cycle would close and they could give me an amount with pro rated charges, in which I did. I paid off two phones (line ending in **** & ****) mind you, that I was told to buy these phones so my service to work better and that still didnt fix it. The total amount due to pay everything in full was roughly around $189 I believe, I believe their calls are recorded so you can see all the c*** we would always go through. Always saying one thing and then later saying we misunderstood something. Later we get a statement with a balance due of $68 and just recently got another statement for $393.76. $68 for a previous balance when everything was paid and $148.87 & $311.76 as CellSpot Non Return fee, whatever that means on device ending in ****. That device was paid in full as well.

T-Mobile on top of lying to customers, robbing them blindly and their poor customer service lack morals and values.

Please review my case so they cant continue to get away with this. Im sure I am not the only one experiencing what seems to be typical for T-Mobile to be doing to their customers.

Thank you for your time!

Respectfully,

*************************;

************
Business Response
Date: 10/14/2022

October 14,2022

FILED ELECTRONICALLY

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

            Re:                  *****************************
                        Your File No. 17667276
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 5, 2022,regarding the above-referenced account.

T-Mobile regrets any ******************** continued concerns regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. As mentioned in our previous correspondence, ******************* purchased two Apple iPhone 11 61GB handsets using our Equipment Installment Plan (EIP) for $599.99, per handset, for the mobile numbers ending in **** and 0789. On August 3, 2022, ******************* remitted two payments of $74.99 each, updating the remaining balance on the associated **** to zero.

Ms. *************** statement dated July 17, 2022, reflected a balance of $232.43 which included monthly recurring charges, equipment, and a late payment fee from July 17, 2022, through August 16, 2022. On July 23, 2022, ******************** was issued a goodwill credit of $18.00 and on August 1, 2022, she was given a credit $25.11 for coverage concerns, updating the balance to $189.32, which ******************** paid on August 3, 2022. Please be advised that the payment of $189.32 did not include the below coverage devices.

As mentioned in our prior letter to your office, T-Mobile cannot guarantee coverage in all areas as there are several factors and conditions that *** interfere with actual service, quality, and availability. If a customer purchases a new handset due to coverage concerns, the new device *** have different band frequencies; however, we cannot guarantee that a new handset will resolve any coverage concerns.

Between November 17,2017, and October 8, 2019, T-Mobile sent ******************** a Signal Booster and a Cell Spot device to assist with indoor coverage concerns. Both Signal Boosters and Cell Spots are T-Mobile property and must be returned if an account becomes canceled to avoid a non-return fee of $311.76 including tax for the Signal Booster and $148.87 including tax for the Cell Spot. Unfortunately, as of October 11, 2022, T-Mobile has no record of receiving either of the coverage devices back; therefore, ******************** was billed non-return fees on the September 17, 2022, billing statement, which you will see below.

Ms. *************** statement dated August 17, 2022, reflected a credit balance of $66.87 for unused prorated services. The billing statement dated September 17, 2022, reflected a balance of $393.76 which included the aforementioned non-return fees totaling $460.63 less the credit balance of $66.87.

Please be advised on October 11, 2022, T-Mobile spoke to ******************** who advised she returned the two coverage devices. Unfortunately, as mentioned before, we have no record of these devices being scanned into our warehouse. Nevertheless, to amicably resolve this matter, T-Mobile issued a onetime account credit of $460.63 for the non-return fees, updating the balance to a credit of $66.87. Furthermore, T-Mobile issued a prepaid refund card of $66.87 for the credit balance to ******************** which she can expect to receive within ten business days. ******************* account will remain closed with a zero balance. ******************** accepted the account credit and the refund as the full resolution to her concerns. T-Mobile regrets any inconvenience to ********************

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

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

Very truly yours,

T-MOBILE ***,INC.

***********************
Executive Response
Initial Complaint
Date:08/03/2022
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.
March of 2022 Received an iPhone 12 mini thru Apple (using the App) and chose financing thru Tmobile as i have been a customer for nearly 10 years.I was unhappy with the shape and size of the phone and returned it, per Apple's instructions to Apple via a postage label they provided.Tmobile has been billing me each month for this returned device. ********************** has been threatening to suspend my service if not paid in full because they keep billing me for this returned device.i have contacted Tmobile numerous times regarding this issue. i have shipping confirmation and proof of deliver from ***** that Apple received the device on March ********** then Tmobile has constantly dropped the ball claiming time and time again a "ticket has been created" for this issue and here I am nearly 5 months later with NO resolution, still being billed and racked with stress and anxiety over this.
Business Response
Date: 08/15/2022
August 15, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17667708
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 3, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ************ experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. Records reflect on March 18, 2022, ************ purchased an Apple iPhone 12 mini 128GB handset from Apple, using T-Mobiles Equipment Installment Plan (***) for $649.00. At the time of purchase, ************ was not required to remit a down payment; however, he agreed to a series of 23 monthly installments of $27.05 and one final installment of $26.85, for the mobile number ending in 7722.

Please note, once a customer returns their device to Apple, the customer must contact ********************** to provide their return receipt which is provided by Apple. Once T-Mobile has the return receipt, we will send a request to validate the return and upon validation, the remaining *** balance is absolved. T-Mobile regrets that this process was not followed when ************ contacted us to advise of the return. As the *** remained open, ************ was billed the monthly installments on the billing statement dated March 23, 2022, through July 26, 2022, totaling $135.25.

The March 23, 2022, billing statement reflected a balance of $108.75, which included monthly recurring services and equipment from March 23, 2022, through April 22, 2022. Between March 31, 2022, through April 7, 2022, ************ remitted payments totaling $50.00, which updated the balance to $58.75.

The April 23, 2022, billing statement reflected a balance of $172.50 which included the past due balance of $58.75 and new charges for monthly recurring services, equipment, and a $5.00 late payment fee, totaling $113.75. Between April 28, 2022, through May 19, 2022, ************ remitted payments totaling $83.75. Additionally, on May 20, 2022, ************ was given equipment credits totaling $54.10, updating the balance to $34.65.

The May 23, 2022, billing statement reflected a balance of $148.40 which included the past due balance of $34.65 and new charges for monthly recurring services, equipment, and a $5.00 late payment fee, totaling $113.75. Between May 26, 2022, through June 10, 2022, ************ remitted payments totaling $69.65, updating the balance to $78.75.

The June 23, 2022, billing statement reflected a balance of $192.50 which included the past due balance of $78.75 and new charges for monthly recurring services, equipment, and a $5.00 late payment fee, totaling $113.75. Between June 23, 2022, through July 21, 2022, ************ remitted payments totaling $90.00, updating the balance to $102.50.

The July 23, 2022, billing statement reflected a balance of $216.27 which included the past due balance of $102.50 and new charges for monthly recurring service, equipment, and a $5.00 late payment fee, totaling $113.77. Between July 28, 2022, through August 4, 2022, ************ remitted payments totaling $75.10, updating the account balance to $141.17.

Please be aware per our Terms and Conditions, accounts which reflect a past due balance is subject to suspension of non-payment. As noted above, Mr. ***** account carried a past due balance starting on the March 2022, billing statement. However, we can confirm that Mr. ***** account has never been suspended for non-payment.

Please note, on August 2, 2022, T-Mobile confirmed the return of the Apple iPhone 12 mini handset to Apple. Therefore, the remaining *** balance totaling $513.75 was absolved. Finally, on August 4, 2022, ************ was given account **** credits totaling $81.15 for the remainder of the previously billed monthly installments, updating the account balance to $60.02, which has a due date of August 15, 2022. T-Mobile regrets any inconvenience to ************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Initial Complaint
Date:08/03/2022
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.
(2021) Full price of phone was drafted from my bank for an exchange they said they never got back. I called from ****** & gave them the tracking#. Phone was sent from S.C. before I left the country. They found the phone, & credited the funds to my account & said they couldn't refund . 9/21 Came to store to replace broken phone *** V60 Thinq), was told they didn't make the phone anymore & I had to get an upgrade. Got an email a few days later for a discount on the phone. I called & Rep said I wasn't eligible but I was. (2022) 4/22 I requested an exchange due to a faulty screen. 4/26 the box the new phone arrived in was damaged & poorly packaged. 5/3 Called to inform that i dropped & cracked the screen of the old phone. I asked "does this negate the warrenty?" Rep said no & to go ahead & send it back - 27min call to reporting the damage, finding out next steps & how to return the damaged phone. Got a letter 2wks later saying bc it was cracked it wasnt covered & that i "agreed to being charged a non refundable fee of $1600" so T-Mobile tried to draft $1728 w/o my authorization. I have insurance so I asked for the damaged phone to be returned to ******** said they can't find it. I asked can my insurance cover, Rep said no. I asked them to pull the call from 5/3 since the rep gave me wrong info. Rep said they can't pull the call bc I was transferred & it didn't record the whole call. 4 supervisors were going to call me back after pulling the 5/3 call. 2 didn't callback. 2 said the call didn't mention the broken, but they're pulling the 4/26 call. 7/19 was told my services would not be disconnected before I was called back & was texted a reference ***************** time, but the line was disconnected 7/22 and no callback. 7/26 another supervisor calls & says he can't hear the call, he just read the notes. I have spent hours on the phone trying to get them to fix this. misinformation & false advertisement/Integrity
Business Response
Date: 08/17/2022

August 17, 2022

FILED ELECTRONICALLY

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

Re: ******** Curry
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 3, 2022,regarding the above-referenced account.

T-Mobile regrets Ms. ****** concerns and we appreciate the opportunity to respond. Please be advised on March 11, 2021, a credit of $539.91 was issued to the account for a non-return fee that was previously charged by Assurant as they had not received a handset that required to be returned through their insurance program. The credit left a credit balance of $531.90 on the account that was applied to future billing statements, we regret any inconvenience this may have caused ************** at the time.

On November 13, 2020, ************* purchased an ** V60 128 GB handset for $699.99 on our Equipment Installment Plan (EIP). ************** was not asked to remit a down-payment and she agreed to 24-montly installments of $29.17 for the line of service ending in 9362. Taxes and fees for the handset were paid at the time of purchase. On November 13, 2020, ************** subscribed to the optional Protection 360 Tier 6 handset insurance feature for $18.00 per month, plus taxes.

By purchasing T-Mobile equipment, ************** received a one-year limited warranty provided by the manufacturer of her device. This warranty has been extended as ************** subscribes to the optional Protection 360 Tier 6 handset insurance feature. 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,*** or internal parts, or liquid damage.

If the limited warranty period has expired or upon return of the non-working handset T-Mobile determines the handset is out-of-warranty, an exchange/repair fee, plus tax,will be charged to the account. Customers must agree that the handset is in good condition and has not been exposed to physical or liquid damage prior to the exchange is processed. Additionally, consumers are advised of the amount of the out-of-warranty fee if the handset is returned and deemed out-of-warranty due to physical or liquid damage as well as the amount of the non-return fee if the handset is not returned during the return period provided.

One of the benefits of the optional Protection 360 feature include JUMP! 2.0, with JUMP! 2.0, customers receive all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. As soon as one-half of the balance of the original EIP balance is paid off, consumers may return the device in like-new condition to have the associated EIP balance paid off so that a new EIP can be started for a new device of their choice.

It should be noted, if a device is not fully paid off and is used as a JUMP! 2.0 upgrade, it is not eligible for additional device promotions or offers that require a trade-in as all trade-in offers require the handset to be owned and fully paid-off. On August 27, 2021, ************** elected to use the JUMP! 2.0 benefit and decided to trade-in the ** V60 handset to have the remaining balance of $337.46 paid-off. On August 27, 2021, ************** purchased a ******* Galaxy ZFold3 5G 256 GB handset for $1,799.99 on a new EIP. ************** was not asked to remit a down-payment and she agreed to 24-monthly installments of $49.99. The Protection 360 Tier 6 feature is now $25.00 per month for the ******* ZFold3 5G 256 GB handset.

The remaining EIP balance of $337.46 for the ** V60 handset was paid-off when the trade-in was complete on August 27, 2021. However, this device was not eligible to be used in the 2021 ******* Trade P20 promotion for a new ******* Galaxy ZFold3 5G handset with up to $1,000.00 off that ************** referenced in her correspondence, as the offer required a fully paid-off handset for trade-in and she did not have an eligible trade-in for the offer. In addition, the offer required a subscription to a premium rate plan and ************** is subscribed to a deeply discounted rate plan that is not eligible for the offer. The account would have been required to change the rate plan from the **************** rate plan for $60.00 per month to our Magenta *** rate plan for $90.00 per month, since the account is not subscribed to an eligible rate plan, it was also not eligible for the offer. We regret any misunderstanding ************** had with her eligibility for offer,however, the correspondence she provided does provide the requirement of a trade-in and eligible rate plan to receive the offer. If ************** would like to participate in our promotions in the future, she may find all current offers along with the eligibility requirements for each offer online at www.T-Mobile.com/offers.

If a customer has optional handset protection and their device becomes accidentally damaged, consumers must file a claim directly with Assurant, the third-party insurance provider. T-Mobile is not involved in the insurance claim process and all claim requests are directed directly to Assurant, ************** may file a future claim with them at https://mytmoclaim.com. Insurance deductibles are collected by and paid directly to Assurant.

In the event that a consumer contacts us to file an in-warranty handset exchange, they are advised of and must agree to the possibility of an out-of-warranty fee or non-return fee prior to the exchange being processed as our handset exchange program does not cover physical or liquid damage.

On April 25, 2022, ************** filed Assurant claim number 57063483. On the same date, ************** contacted T-Mobile and requested to process a warranty exchange, at which time order S118999058 was processed to replace the ******* Galaxy ZFold3 5G handset due to reported *** screen issues. Upon receipt of Ms. ****** handset, we examined it and it was found to have sustained physical damage to the *** screen, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Please note, once a device is returned in our warehouse as stated in our Terms and conditions, we are unable to return it so the option to complete an insurance claim was not available. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by ************** at the time of the exchange. This information is in the material that accompanies the replacement handset. Accordingly, an out-of-warranty fee of $1,600.00 was charged to the account, plus taxes.

Furthermore, our records reflect ************** contacted us on April 26, 2022 to report the box the replacement device was shipped to her in was damaged during shipping although she confirmed the replacement handset was not damaged. Our records do not validate that ************** reported that she physically damaged the device that qualified for the exchange or that any representative advised her that a damaged device would be accepted through our handset exchange program. On June 30, 2022, our records reflect ************** reported issues with returning the handset that qualified for the device and at that time she was advised that she may still return the non-working handset provided it is in good condition. To further review this matter, T-Mobile reviewed the call where ************** stated she informed us of the damage to her handset and we were unable to validate her allegations as we did not observe that she reported any damage during the call or that she was informed we would accept her damaged device.

It is *********************** position the out-of-warranty fee is valid. As a one-time gesture of goodwill, on August 10, 2022, credits totaling $1,608.00 were issued to the account for the out-of-warranty fee. Please note, if ************** elects to participate in our Handset Exchange Program in the future, she will be required to complete the exchange in a retail location to prevent a possible out-of-warranty or non-return fee in the future. As of August 17, 2022, Ms. ****** account reflects a balance of $135.00 and payment is due by September 2, 2022 to ensure active service. 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:08/03/2022
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.
Recently opened an account with t mobile I initially was going to port in 5 lines because I was approved for five instead I opened an account and ported out three phones I was told I was going to get free ,netflix,applepkus paramount plus and the third line free and $200 per each line Customer Support sent me the link for most of the promos but when it came down to the $200 it was like bait and switch they acted like the promo was wrong it was limitations to the promotion etc and that I had to submit for each line I dealt with service issues and some confusion from customer service I finally had enough I wanted to know the status of the $200 card per line today I was told hy ******* and his supervisor ****** I would only get $400 in total and it was an error to say it was per line I said no one else said that to me I feel like I was treated like a beggar by ******* and ***** they highlighted that I wanted the incentive instead the status ******* quoted you only been with us for ************************************************************************************************** by saying if it is free money i would want to know when I was going going receive it in disbelief I asked her name and hung up I felt ashamed and embarrassed why offer an incentive to shame customers because they asked the status nobody wanted to help me fully register I had to do it myself and I can't check the status I wanted to set up the apple plus and speak about other phone issues now I am not sure if I want to keep t mobile she said they were notes of me calling in about the $200 when I know that is not entirely true I am too embarrassed and uncomfortable to call back
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17667161
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 would like to welcome ************** to the Un-carrier family, and we appreciate the opportunity to respond to her concerns. T-Mobile records reflect that on July 5, 2022, ************** activated her account with three voice lines on our Magenta *** rate plan. At that time, she participated in our 2022 Line On Us P2 promotion, which began on January 13, 2022, and is for a limited time, and offered new customers activating at least three new voice lines on a qualifying rate plan to receive one voice line free. Upon review, this promotion has been applied correctly and ************** will receive one line free as the promotion was designed.

Our 2022 Switch P3 promotion, which was from May 19, 2022, through July 6, 2022, offered both new and existing customers who activate a new line of service on a premium rate plan and port a number from an eligible carrier to receive a $200.00 port in credit (PIC) via a virtual prepaid card. Please note customers are to submit online for their prepaid card at https://Promotions.T-Mobile.com, and enter the associated code, within 30 days of activation. Once approved, the card should be received within seven business days. T-Mobile records reflect that on July 9, 2022, three submissions were received and two were approved and cards issued. The third submission is currently pending. On August 12, 2022, T-Mobile cancelled the third submission and issued a physical prepaid card for $200.00 to ************** at her address of record. ************** should allow up to 14 days to receive her card.

Finally, T-Mobile records reflect that ************** is currently enrolled in our ******* On Us promotion and our Paramount Plus promotion. Additionally, T-Mobile records reflect that ************** was approved for our ************* On Us For One Year promotion on July 10, 2022. On August 12, 2022, we resent the instructions so that she can utilize this service. Should ************** have additional concern regarding the matter, we encourage her to 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 Ms. ****** 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: 08/12/2022

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:08/03/2022
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.
This happened on 08/03/2022. I went to tmobile store inROSEMOUNT ** off of ****************** to disconnect my account. This is the store that signed me up and I have always gone to. They said they cant disconnect service. Have to call customer care. I call customer care and they said there's a pin on the account. I never setup any pin on my account. They said we have to go in store to do the pin reset. The agent I talked to hung up on me. I call ********* store again. They say they cant help me with a pin change. So I call back customer care. ******* answers the phone and tried to help but her hands are tied because we have to know the pin. She suggests going to the apple valley store to get the pin changed. I ask her to talk to a manager and she won't connect me to one and says only she can help me and she will do some escalation thing about the person hanging up on me. I paid my balance in full and I just want out of my contract and no one will help me. They said if its not canceled today than I will owe another month. I want to know how a pin got on my account because I never set this up or was given this information, I want to know how they can treat me like this and I want a 1 month refund for all the taxis I had to pay for to go to the store multiple times because no one would help me. This is the worst experience I have ever had.
Business Response
Date: 08/15/2022

August 15, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17667027
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 3, 2022,regarding the above-referenced account.

T-Mobile regrets hearing of Mr. ********* concerns regarding cancelation of his account. T-Mobile records indicate on July 3, 2022, ******************** contact our Team of Experts (TEX) requesting to cancel his account. Please note T-Mobile takes account security seriously. T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by TEX to gain access to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ********************** handset. T-Mobile records indicate Mr. ********* account PIN was established at the time of activation. Because ******************** was unable to provide his account PIN, and was unable to receive the one-time PIN, he was referred to a ********************** retail location with a government issued identification to reset the account password before access could be granted.

On August 3, 2022, Mr. ********* account reflects that he was successfully verified in a T-Mobile retail location. As such, Mr. ********* account was canceled per his request.

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 Mr. ********* recent visit to our retail location or his recent contacts with TEX.

Upon speaking with ******************* on August 11, 2022, we advised him of our findings. To amicably resolve this matter, and as a courtesy to ********************, our office adjusted the final pending charges in the amount of $49.28 leaving his account canceled with a zero balance. ******************** accepted this as resolution to his concerns. T-Mobile regrets any inconvenience to ********************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
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:08/03/2022
Type:Order 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 was a T-Mobile customer *************) and cancelled their services in July, 2021. About 2~3 weeks later, T-Mobile sent me a refund of $14.83 by a debit card which I was NOT expected. I activated anyway but I just recently found out that the debit card has expired in February, 2022 that is only good for 6~7 months after I received it. After I called the debit card issuing company, a representative told me that she could not re-issue a new debit card for me because the card has expired. Shouldn't T-mobile send me a refund check instead of a debit card that expiring in 6~7 months?
Business Response
Date: 08/10/2022
August 10, 2022

FILED ELECTRONICALLY

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

Re: *****************
Your File No. 17666736
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 to hear of ************ concerns, and we appreciate the opportunity to respond. T-Mobile records reflect that ********** cancelled his account on July 21, 2021. As there was a credit balance of $14.83 at cancellation, on August 27, 2022, a prepaid MasterCard was issued to ************ address of record for $14.83. Typically, in situations like this, we would refer customers to the card issuer, North Lane ******************* However, in an effort to amicably resolve the matter, on August 10, 2022, T-Mobile issued a second card to ************ address of record for $14.83. ********** should allow up to 14 days to receive his card. 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: 08/11/2022

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:08/03/2022
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.
I opened a TMobile account in March 2022 and purchased a Hot Spot device from them. They originally sold me a device that did not work for my situation, so I had to switch devices and had nothing but trouble with it. After many phone calls and visits to the local office, they were unable to resolve all the issues so I canceled my account and returned my device on May 1, 2022. As a result, I was issued a $11.51 credit which has never been credited to my credit card nor have I received a check from them. Each time I call them, they assure me the credit will arrive soon. Today is August 3, ************************************ my credit. I understand it's not a lot of money, but they owe it. I have a copy of a reciept showing the credit due. My account number was *********.
Business Response
Date: 08/11/2022

August 11, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17666592
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 3, 2022, regarding the above-referenced account.

T-Mobile regrets any concern ****************** may have encountered regarding the account and we appreciate the opportunity to assist in this matter. On March 30, 2022, ****************** ordered a ***** 5G Gateway and activated the above-referenced account with a Home Internet line ending in ****. Please note, the Home Internet line was enrolled in the T-Mobile Home Internet rate plan for $55.00 a month.

On April 2, 2022, ****************** activated a Mobile Internet (MI) line of service ending in **** and was enrolled to the Mobile Internet 50GB rate plan, for a monthly cost of $55.00, taxes included. In addition, ****************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a Franklin *** Mobile Hotspot. A down payment was not required; however, ****************** agreed to a series of 24 monthly installments of $3.75. Please note, ****************** qualified for the 2021 Connected Device P21 promotion and as such, the Franklin *** Mobile Hotspot was eligible to receive monthly credits of $3.75, making it free.

T-Mobile records indicate, on April 16, 2022, ****************** returned the ***** 5G Gateway.

Thereafter, on April 21, 2022, ****************** contacted T-Mobile and reported he was having issues with the Franklin *** Mobile Hotspot device. Regrettably, after troubleshooting the device, the issues continued. Thus, ****************** agreed to visit a T-Mobile store to have the device replaced. However, T-Mobile records do not indicate the device was exchanged.

Furthermore, on May 17, 2022, ****************** returned the Franklin *** Mobile Hotspot device and requested the account to be cancelled in full. As such, the cancellation of the Home Internet line and the MI line were future dated to the end of the billing cycle, May 30, 2022. The final billing statement dated May 31, 2022, was sent reflecting an over payment credit balance of $11.51. However, due to an inadvertent error the credit balance was not refunded to ******************.

Nevertheless, on August 9, 2022, T-Mobile issued a refund of $11.51, to the original payment method. Please note, the refund will be fully executed within three business days. 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

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:08/03/2022
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 purchased a ******* Galaxy S21+ 5G device from ********************** US back on 3/31/2021 and received the device sometime in April. In December of that same year, the mobile device started rebooting at random increments and sometimes in succession like a loop. I contacted T-Mobile customer support and they acknowledged the issue and offered me a replacement under the manufacturer warranty for a fee of around $25. I received that replacement sometime in Jan 2022.On 8/2/2022, I contacted T-Mobile US customer support once more to report another issue with their replacement phone. The phone had just powered off suddenly and refused to power on again. I performed troubleshooting on the device and was able to determine that the device is still functional, however the screen is not. I was still able to receive calls and I even hear my daily alarm clock that I set for every day. This issue with the screen malfunctioning seems to be a common and widespread issue with this device, something that T-Mobile US has refused to acknowledge. Just a cursory ****** search about this issue will yield many results from other frustrated consumers. There is no accidental damage on the phone, not even so much as a scratch on it. There is barely any wear and tear since I didn't even get to enjoy the phone long enough.T-Mobile US refused to diagnose the issue and they would not offer a replacement due to an expired warranty. The manufacturer warranty is one year, but they are going by the date on the original device, the one that I sent in to be replaced, not the second device. That does not make sense to me since they are different devices, they should have different warranty periods. This is what I believe to be a preparatory tactic and very anti-consumer behavior.I have received two devices from them now; both lasting 6-8 month periods before becoming non-operational. These are $1000 devices that do not even last one full calendar year.
Business Response
Date: 08/15/2022

August 15,2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17666429
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 3, 2022,regarding the above-referenced account.

T-Mobile regrets any handset concerns ************ experienced and we appreciate the opportunity to respond. On March 31, 2021, ************ took advantage of T-Mobiles Equipment Installment Plan (EIP) option, with the purchase of a ******* Galaxy S21+ 5G handset for his mobile number ending in ****. By purchasing T-Mobile equipment, ************ received a one-year limited warranty, from the date of purchase, provided by the manufacturer of his device, *******. T-Mobile records reflect that Mr. ***** mobile number ending in **** was not subscribed to an optional handset insurance feature, which extends the manufacturers limited warranty for as long as the additional protection service is subscribed to.

During the limited warranty period, ************ was eligible to receive an advanced replacement of his device via *********************** Handset Exchange Program for a service warranty processing fee of $20.00 plus applicable tax, 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. Records confirm that on December 29, 2021, T-Mobile processed a warranty exchange for ************ with handset exchange order S114531606 and provided a replacement ******* Galaxy S21+ 5G handset, which came with a 90-day extended warranty. It is important to note that a customers limited warranty period does not restart from the date they receive a warranty replacement and remains the same from their original purchase date, or within 90-days from the replacement date, whichever is longer. As such it is T-Mobiles position that the manufacturers limited warranty for Mr. ***** ******* Galaxy S21+ 5G handset ended on March 31, 2022.

On August 2, 2022,************ contacted his Team of Experts (TEX) and reported that his ******* Galaxy S21+ 5G handset was experiencing display issues. It was unconfirmed if the device sustained any physical or liquid damage that led to Mr. ***** device issue or if the device was experiencing a manufacturer issue. ************ was made aware that the manufacturers limited warranty had ended and the handset was no longer eligible for a replacement through our Handset Exchange Program. On August 5, 2022, as a one-time exception to policy and as a gesture of goodwill, T-Mobiles TEX subscribed Mr. ***** mobile number ending in **** to the optional Protection 360 handset insurance feature for $18.00 per month, providing the device in use on the ********************** number ending in **** with an extended warranty. On August 5, 2022, T-Mobile processed warranty exchange order S122371036 for Mr. ***** non-working ******* Galaxy S21+ 5G handset for a discounted warranty exchange fee of $5.00. Tracking details confirm that Mr. ***** replacement was delivered to him on August 8, 2022.

It is important to note that this exchange was processed for ************ outside of T-Mobile policy as he was not eligible for a warranty exchange since he did not enroll in the optional Protection 360 feature during the open enrollment period, which is within 30-days from a qualifying event.

T-Mobile encourages ************ to activate his replacement device and utilize the included prepaid return label to return his non-working device within fourteen days of receipt of his replacement. It should also be noted, ************ was made aware of a potential out of warranty fee should his non-working device reflect that it has sustained any physical or liquid damage or a non-return fee should the device that qualified for the exchange not be returned during the return period.

The Protection 360 feature was removed from Mr. ***** mobile number ending in **** on August 5, 2022, after the exchange order was processed, he should expect a prorated charge for subscribing to the service on his next billing statement.

Mr. ***** ******* Galaxy S21+ 5Gs handset EIP balance remains is $333.27, which will continue to be billed via the monthly EIP installment of $41.67, and he receives a promotional monthly Recurring Device Credit (RDC) of $25.09 for the remaining EIP term, as long as the account remains eligible. 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
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:08/03/2022
Type:Customer Service 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'm very disappointed because I did not know that I was trying to set up a payment arrangement and I was trying to do it for a later date the customer service says that they cannot change it because August 1st they changed everything which I was not aware that they should let the customers know or write an email but this is ridiculous cuz I was trying to I don't have a job right now so I was trying to push it back. This is ridiculous
Business Response
Date: 08/15/2022
August 15, 2022

FILED ELECTRONICALLY

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

Re: *******************************
Your File No. 17666433
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 3, 2022, regarding the above-referenced account. Please be advised that we have made several attempts to contact ********************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ********************** 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 on June 25, 2022, ******************** accepted a payment arrangement to pay $60.84 by July 9, 2022 and $60.85 by July 23, 2022. On June 26, 2022, a $30.00 credit was applied reducing the balance to $91.69.

The billing statement dated July 4, 2022, totaled $192.93, which consisted of the previous balance of $91.69 and new charges of $101.24. The new charges were for services from July 4, 2022, through August 3, 2022, equipment installment, third party services, a late fee, and applicable taxes. The past due balance was due immediately and the new charges were due on July 24, 2022.

On July 8, 2022, ******************** contacted T-Mobile and requested an extension. As payment arrangement cannot be modified a one-time exception was made and the previous payment arrangement was deleted as a courtesy, and a new arrangement was set up with $101.46 to be paid on July 22, 2022, and $101.47 to be paid on August 5, 2022. It must be noted, once the payment arrangement was created, a payment arrangement confirmation notice was sent to the mobile number ending in **** and the email address on the account.

Further records confirm, on July 22, 2022, the agreed upon payment arrangement that was schedule in the amount of $101.46 was not fulfilled. At this point, the payment arrangement was suspended. Please note if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled, or referred to a third-party collection agency. It is important to note that a 48-hour grace ****** was provided to ******************** to remit the payment as agreed; however, when the scheduled payment was not remitted as agreed, an additional text message was sent advising ******************** that the account may be suspended if the payment was not remitted. On July 22, 2022, ******************** contacted her Team of Experts (TEX) and was advised that she had 48 hours to remit the agreed to payment arrangement to avoid interruption of service.

As no payment was remitted since June 11, 2022, the account was partially suspended on July 24, 2022. On July 25, 2022, the account was fully suspended for non-payment and ******************** was not charged for services thereafter.

On July 29, 2022, a payment in the amount of $50.00 was remitted online to resume service and a $20.00 plus tax restore fee was assessed, which updated the account balance to $186.32. A payment arrangement was accepted online to pay two installments of $93.16 on August 5, 2022 and August 19, 2022.

On August 3, 2022, ******************** contacted her TEX and was advised that her previous payment arrangement could not be modified and that an exception was made previously as a one-time courtesy. T-Mobile regrets any inconvenience this may have caused ********************.

The billing statement dated August 4, 2022, reflected a balance of $263.90, which consisted of the previous balance of $186.32, new charges of $93.90 and credits of $16.32. The new charges were for services from August 4, 2022, through September 3, 2022, equipment installment, third party services, a late fee, and applicable taxes. The credits were for prorated services from July 26, 2022, through July 29, 2022. The past due balance was due immediately and the new charges are due on August 24, 2022.

On August 5, 2022, a payment of $93.16 was remitted reducing the account balance to $170.74; however, on August 9, 2022, the previous payment of $93.16, was returned unpaid and the account was assessed a $35.00 returned payment fee, which updated the account balance to $298.90. It is T-Mobiles position the balance is valid and owed. Should ******************** require further assistance or have any additional questions she may contact our office directly at the phone number listed below. Additionally, ******************** may contact her TEX by dialing 611 from her T-Mobile handset or calling **************. 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 USA, INC.

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