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

27,486 total complaints in the last 3 years.
8,061 complaints closed in the last 12 months.

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Submit a Complaint

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: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 Jul 16 2022 I tried to order 2 iPhones to replace the phones I currently own. I saw a promotion that I would get $400 back per phone as a trade in allowance that would be discounted from the monthly lease payment. The transaction completed on the first phone but failed on the second. There was a notification to contact customer service which I did. The agent could not cancel the online transaction so she added the second phone telling me I qualified for a promotion of $800 for purchasing the 2 iPhones.The next dat Jul 17 I received a text stating my third line has been processed. I called T-Mobile and was told the promotion was to add a 3rd line. I told them I wouldn't have a need for a 3rd line since there are only 2 in my household. I cancelled the transaction and was told when the phones arrive not to open them but take to a T-Mobile store and they would return the phones and cancel the order. On 8/1 my wife received a text indicating that the return of her phone was coming due. I called T-Mobile 8/3 and was told the transaction was complete and disregard the text. I paid $120.85 for one phone and $85 for the second, taxes and fees. I was refunded $50 for one phone and $15 for the second. I asked when the balance will be refunded and he said the balance went to a restocking fee. I was very upset that this deception cost me around $140. I did exactly what customer service wanted me to do and was never told I would incur a restocking fee.
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 17665677
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 inconvenience **************** experienced and we appreciate the opportunity address his concerns. Our records indicate on July 17, 2022, **************** took advantage of our Equipment Installment Plan (***) to purchase two Apple iPhone 13 Pro *** devices each priced at $1,099.99 and agreed to 24 monthly installments of $45.84 each. Additionally, **************** activated a new line of service with the number ending in **** which was added to the existing Magenta 55+ rate plan at an additional $35.00 per month.

At the time of **************** purchases, T-Mobile had the 2022 Apple Trade P20 offer which stipulates that starting July 14, 2022, and for a limited time, customers get up to $800.00 off any iPhone 13 series, via one-time trade-in credit and monthly device credits, when they purchase it on ***, activate a new voice line, trade in an eligible device on a qualifying rate plan. A review of **************** purchase shows that he traded in a ******* Galaxy S9 device which qualified for a maximum offer of $400.00 in the form of $30.00 trade-in and 24 monthly device credits of $15.42 each.

However, Mr. ******* account was enrolled in the alternate 2022 Apple Buy 2 P4 offer which stipulates that starting July 7, 2022, and for a limited time, customers can buy one Apple iPhone 13 series and save up to $700.00 on another one via monthly device credits, when they purchase both on *** and activate a new voice line on an eligible rate plan. As Mr. ******* purchases met the qualifications for both the 2022 Apple Trade P20 and the 2022 Apple Buy 2 P4, his account received the better of the offers.

T-Mobile provides our customers with a 14-days return period which allows them to use the equipment to see if it meets their needs. If the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. Please be advised customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at www.T-Mobile.com. As stated in our Return Policy:

T-Mobile will gladly assist you with your Returns. You can return or exchange a Device or accessory (Device) for a refund within 14 days of the purchase or lease date of the original Device. Return the Device with your receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Devices hardware or software, to the sales channel where you received your Device. Refunds and exchanges will be less any rebates received and shipping costs. Certain promotional offers may require you to return all items you received with your Device and could cause you to become ineligible for any promotional discounts. You may also be required to pay a restocking fee based on the Full Retail Price (FRP) of the Device as follows: $70 for devices with a FRP of $600 or more; $40 for devices with a FRP between $300-$599; and $20 for devices with a FRP of less than $300.

Our records indicate on July 19, 2022, **************** completed the return of both Apple iPhone 13 Pro *** devices therefore the *** associated with them were terminated along with any promotional offers. Additionally, pursuant **************** request, the line of service ending in **** was cancelled. At the time, **************** was required to remit payment for a restocking fee of $70.00 per device. Our records confirm, on August 3, 2022, in an effort to amicably resolve **************** concerns, a credit of $140.00 equal to the restocking fees, was issued to his account.

On August 10, 2022, T-Mobile contact **************** regarding his concerns. In an additional attempt to resolve his concerns, T-Mobile issued a credit of $4.00 for the prorated monthly recurring charges for the now cancelled line of service ending in ****. Along with the previously provided credit of $140.00, **************** accepted the credits as resolution to his concerns. **************** account remains active with a credit balance of $70.00. T-Mobile regrets any inconvenience **************** experienced.

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

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

Very truly yours,

T-MOBILE USA, INC.

******* Romero
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.
On 07May22, I called T ***** for billing questions, an associate, ******, told me that T ***** had a promotion for me , a tablet. But I said I dont need one and I dont want to pay extra on my monthly ****. She said if I dont want to pay ,extra, just suspend the table line , I wont be charged and I could use it via WiFi if I want to. Now i suspended the line but they still charge me $10/month . The said I have to pay 21 more month or so and ****** provided incorrect information to **** called 2 times last week and spoke to 2 different supervisors. They told me I couldnt return the device because it is more than 20 days time frame although I havent used it since I have received it.One of the superiors said I can go sell the device and pay T ***** back. I Tried but nobody wants it.How could they not be responsible for their employee s advise to a faithful customer like me ? Me and my husband are both retired and we dont need this table and dont have budget to buy it.I just need to be able to return the device which wasnt used at all.. Please help me. Thanks
Business Response
Date: 08/10/2022

August 10, 2022

FILED ELECTRONICALLY

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

Re: ***** **
Your File No. 17665407
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 Ms. ** may have regarding her account and we appreciate the opportunity to assist in this matter. On May 8, 2022, Ms. ** activated a Mobile Internet (MI) line ending in **** and was enrolled in the Simple Choice North America MI 2GB rate plan, for $10.00 a month. In addition, Ms. ** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a Joy ****** 2. Ms. ** was not required to remit a down payment; however, she agreed to a series of ************************** the amount of $7.00. However, as Ms. ** qualified for the 2021 Connected Device P2 promotion, the Joy ****** 2 is eligible to receive 24 monthly credits of $7.00, making it free after 24 months.

Please note, as of the time of Ms. **s purchase of the new Joy ****** 2, T-Mobile provided a 20-day return period which allowed Ms. ** to use the equipment to see if it met her needs. 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.

T-Mobile records indicate Ms. **s account may be placed on seasonal suspend once per 12 months for a maximum of 90 consecutive days. Please note the cost for a seasonal suspend is $10.00 per month plus the monthly installment for any financed equipment. Pursuant Ms. ** request, her MI line of service ending in **** was seasonally suspended on June 25, 2022, and is scheduled to resume on September 23, 2022, so long as payments remain current through that date. If at any time the account goes into a past due status and the account is suspended for non-payment, the seasonal suspension will be removed. T-Mobile regrets if Ms. ** was misinformed regarding the seasonal suspend monthly fee.

Furthermore, to amicably resolve this matter and as a gesture of goodwill, upon speaking with Ms. ** on August 10, 2022, T-Mobile cancelled the MI line ending in ****, the same day. In addition, T-Mobile credited the account $10.00, for the MI lines seasonal suspension fee from July 15, 2022, through August 14, 2022, updating the account with a credit balance of $10.00. Additionally, a label was provided to Ms. **, to return the Joy ****** 2, within the next 30-days from the date of this letter, and upon receipt, we will follow up to Ms. **s account and close the **** absolving her from the financial responsibility of the remaining balance owed. Please be advised, Ms. ** was satisfied with our resolution and did not have further concerns. T-Mobile regrets any inconvenience to Ms. **.

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: 08/11/2022
T ***** contacted me today confirming that I have an OK to return the tablet. I am satisfied with how they handled it.
Thank you very much for helping me resolve this issue.

***************
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 went to T-mobile to get a mobile internet to travel with. I was out of town. I returned the mobile internet when I returned home. I have been to the T-mobile store 2x because I do not have an account and they needed a pin when I called. I called and spoke to them and they told me that I would not have to worry about the bill for $55.00. Now they sent it to a collection agency. I am 19 years old and just trying to get credit and then this comes. I should not have to pay it because I didnt use it and now they want to ruin my credit when I am struggling to just create credit.
Business Response
Date: 08/15/2022

August 15, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 17665191
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 his T-Mobile account. T-Mobile records indicate **************** activated his account on May 14, 2022, with the line ending in **** and subscribed to the Mobile Internet 50GB rate plan for $55.00 per month. Additionally, **************** purchased a Franklin ** Mobile Hotspot to be used with the line ending in **** at a retail price of $90.00 plus applicable taxes totaling $97.67.

On May 25, 2022, **************** returned the Franklin ** Mobile Hotspot to a T-Mobile retail location and was provided with a refund of $76.17 which was the amount paid up from less the restocking fee of $20.00 plus applicable taxes. ******** Mr. ******* account remained active. Our records reflect a cancelation was submitted on June 1, 2022, for the end of the bill cycle, June 14, 2022.

Please note Mr. ******* account was not referred to a third-party collection agency. While Convergent made attempts to collect the balance, they are an agency engaged by T-Mobile for pre-collection assistance on past due balances. Although they are a third-party debt collector, they also assist T-Mobile with collecting past due balances that have not yet been referred to a third-party agency.

As Mr. ******* account shows no usage, on August 10, 2022, our office applied a credit of $55.73 which updated the account balance to zero. 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:
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 7/31/2022 I called the T-Mobile Sales phone number and spoke to a gentlemen regarding porting my 4 lines (family phone lines) from optimum to T-Mobile, I was told that I am qualified to trade-in all my iphones (xr, xs, 11, and 11 Pro.) for free 4 iphone 13, and my total bill will be $105.00 (including taxes and fees, auto pay) I received the new phone 8/2/22 after activating all my numbers and porting them from optimum to T-Mobile, I called this morning 8/3 to get the return labels to send back the old phone, I was told that my promotion is changes and I should keep my old phones and new my payment each month will be $198.00 plus Taxes and fees. I asked to be transferred the supervisor , I was on the from from 8:00 am to 12:15 pm ( transferred from one representative to the other) I was told that my old phones are subject to a new values and I will responsible for the diference and will have to pay each month for the extra charge on each phone. I told the supervisor that I am not happy with this and I would like to return the new unused phones back and cancel the services with them. I was told that she's unable to cancel my order and I am stock with this contract with T-Mobile. I feel like that I was mislead I that was told one think before signing up and given the wrong deal that I supposed to get.Thank you.
Business Response
Date: 08/16/2022

August 16, 2022

FILED ELECTRONICALLY

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

            Re:      ************************
                        Your File No. 17665137
                        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 Mr. ********** concerns regarding his recent order and service charges. T-Mobile records confirm the account was activated on August 1, 2022, with the mobile numbers ending in ****,****, ****, and ****. The account was subscribed to the T-Mobile Essentials rate plan for $140.00.00 plus taxes, per month. ****************** account is enrolled in AutoPay, he was scheduled to receive a $5.00 discount per line, per month.

At the time of activation, Mr. ********* qualified for an Equipment Installment Plan (***) for the purchase of four Apple iPhone 13 128 GB handsets. Mr. ********* was not required to remit a down payment and he agreed to 24-monthly installments in the amount of $133.36 for all four handsets. Taxes of $50.80 were paid at the time of purchase for each handset. As part of the 2022 Apple Buy 2 P4 promotion, Mr. ********* was enrolled to receive 24 Recurring Device Credits (RDCs) in the amount of $58.34. Including an applicable, agreed-upon $35.00 Assisted Support charge, per line, Mr. ********* remitted a total payment in the amount of $343.20.

Please be advised, if a customer has an open *** associated with a promotion and the account is canceled, any remaining RDCs associated with a canceled *** will cease. *************the open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

On August 2,2022, the mobile number ending in **** was ported in to replace the mobile number ending in ****, the mobile number ending in **** was ported in to replace the mobile number ending in ****, and the mobile number ending in **** was ported in to replace the mobile number ending in ****. Unfortunately, on August 3, 2022, the mobile numbers ending in **** and **** were canceled when they were transferred to another service provider. Pursuant to Mr. *********** request, on August 4, 2022, the mobile numbers ending in **** and **** were canceled, which canceled the account.

At the time of activation and purchase of the above equipment, T-Mobile provided a 20-day return period, which allowed Mr. ********* the opportunity to use the equipment and service to see if it met his needs. If the equipment was not acceptable, it could be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. ******* tracking number, 1ZW0Y5800253299955,the equipment was delivered to Mr. ********* on August 2, 2022.

Our records reflect Mr.********* contacted us on August 3, 2022, regarding a discrepancy with the monthly cost. Mr. ********* is within the 20-day return period and has through August 22, 2022, to return the equipment.

Please note that T-Mobile postpaid accounts are billed by a system known as bill current. This means charges for Mr.********** rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, Mr. ********** billing cycle ran from the 2nd of one month through the 1st of the next month. In this case, notice of the monthly recurring service and feature charges is available on or around the 3rd of the month, and those charges are then due on or around the 22nd. If during that billing cycle Mr.********* had any usage charges or made changes to his services, the respective changes and/or charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance. As such, the billing statement dated August 3, 2022, reflects a total of $148.09 for projected services charges during the billing cycle dates of August 2, 2022, through September 1, 2022.

Pursuant to Mr. ********** request, on August 10, 2022, his account was resumed with the mobile number ending in ****, which was subscribed to the T-Mobile Essentials rate plan for $65.00 plus taxes, per month. ****************** account is enrolled in AutoPay,he was scheduled to receive a $5.00 monthly discount. Furthermore, on August 10, 2022, our office spoke with Mr. ********* who advised he returned the above-mentioned handsets. ************* Mr. ********* shared his plans of transferring his mobile number ending in **** to another service provider. On August 11, 2022, the mobile number ending in **** was canceled when it was transferred to another service provider.

Upon receipt of the handsets, Mr. ********* should allow up to ******************************************************* and for completion of the inspection process. Once completed, Mr. ********* can expect to receive a refund for the applicable sales taxes, in the amount of $203.20 and the applicable Assisted Support charges in the amount of $140.00 for a total reimbursement of $343.20. As of the date of this letter, Mr. ********** account remains canceled with a balance of $140.09. To avoid collection efforts,our office placed a collection hold on Mr. ********** account, and, upon the generation of his revised billing statement, which is expected to generate on or after September 3, 2022, our office will adjust the services charges to zero. T-Mobile regrets any inconvenience to Mr.*********.

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: 08/17/2022

Complaint: 17665137

I am rejecting this response because:
I would like to get the promotion that I previously signed up for:
1. Trade in my old 4 iPhones and receive new 4 iPhones 13.
2. My total payment for 4 lines will be $105.00 including taxes and fee, unlimited text, calls and data (auto payment discount)
3. Getting a new free tablet and Apple Watch.

Sincerely,

************************
Business Response
Date: 08/26/2022
August 26,2022

FILED ELECTRONICALLY

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

Re:      ************************
Your File No. 17665137
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 17, 2022,regarding the above-referenced account.

T-Mobile regrets Mr.********* is dissatisfied with the information provided in our response to your office on August 16, 2022. As noted in our previous response, T-Mobile records reflect the account was activated on August 1, 2022, with the mobile numbers ending in ****, ****, ****, and 5924. The account was subscribed to the T-Mobile Essentials rate plan for $140.00, plus taxes, per month. ****************** account is enrolled in AutoPay, he was scheduled to receive a $5.00 discount per ********* line, per month.

At the time of activation, Mr.********* ********* for an Equipment Installment Plan (EIP) for the purchase of four Apple iPhone 13 128 GB handsets. Mr. ********* was not required to remit a down payment and agreed to ************************** the amount of $133.36 for all four handsets. Taxes of $50.80 were paid at the time of purchase for each handset. As part of the 2022 Apple Buy 2 P4 promotion, Mr. ********* was enrolled to receive 24 Recurring Device Credits (RDCs) in the amount of $58.34. Including an applicable, agreed-upon $35.00 Assisted Support charge, per line, Mr. ********* remitted a total payment in the amount of $343.20.

Please note, beginning on July 14, 2022, and for a limited time, T-Mobile is offering the 2022 Apple Trade P20 promotion which provides up to $800.00 off an Apple iPhone 12 or Apple iPhone 13 handset when trading in an eligible device and subscribing to an eligible rate plan. The promotion value is awarded via a onetime Fair Market Value (FMV) credit for the trade-in, and the remaining value via monthly Recurring Device Credits (RDC). Please note, the **** of the device(s) being traded in must be provided at the time the order is placed to ensure the promotion applies correctly.

In Mr. ********** initial correspondence to your office, he indicated he intended to trade in Apple iPhone XR, Apple iPhone XS, Apple iPhone 11, and Apple iPhone 11 Pro handsets in order to qualify for the 2022 Apple Trade P20 promotion. Regrettably, our records do not reflect Mr. ********* registered for the promotion and intent to trade in devices when completing the original purchase order. As such, the account was automatically enrolled in the 2022 Apple Buy 2 P4 promotion, for which Mr. ********* was eligible as that promotion did not require trade-in devices.

On August 3, 2022, the mobile numbers ending in **** and **** were canceled when they were transferred to another service provider. Pursuant to Mr. *********** request, on August 4, 2022, the mobile numbers ending in **** and **** were canceled, which canceled the account. Pursuant to Mr. ********** request, on August 10, 2022, his account was resumed with the mobile number ending in ****,which was subscribed to the T-Mobile Essentials rate plan for $65.00 plus taxes, per month.

Furthermore,on August 10, 2022, our office spoke with Mr. ********* who advised he returned the above-mentioned handsets. ************* Mr. ********* shared his plans of transferring his mobile number ending in **** to another service provider. On August 11, 2022, the mobile number ending in **** was canceled when it was transferred to another service provider,effectively canceling the account in full.

Please note, T-Mobile is unable to identify a rate plan that includes unlimited talk, text, and data for four lines for a monthly cost of $105.00 with AutoPay and included taxes and fees. Fortunately, the 2022 Apple Trade P20 promotion is still active for a limited time. Mr. ********* may still activate a new T-Mobile account, subscribe to an eligible rate plan, and purchase the Apple iPhone ********************************************************** his equipment to qualify for the 2022 Apple Buy 2 P4 promotion. Please be advised, Mr. ********* must meet the promotional requirements in full in order to receive any of T-Mobiles promotional offers.

T-Mobile regrets any inconvenience to Mr. *********;however, we respectfully decline to provide compensation or discounted equipment to Mr. ********* outside of our currently available plans and offers. Mr. ********* may review T-Mobiles available plans, equipment, and promotions by visiting a T-Mobile retail location or www.T-Mobile.com.

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: 09/02/2022

Complaint: 17665137

I am rejecting this response because:
I was mislead when I first called to transfer my 4 lines from my current carrier to T-Mobile. The deal I was promised was buy 3 lines get the fourth line free. I would like get a copy of the recorded first conversation with T-Mobile sale representative.
should you have any questions please call me.
************

Sincerely,

************************
Business Response
Date: 09/12/2022

September 12, 2022

FILED ELECTRONICALLY

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

Re: ************************
Your File No. 17665137
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 2, 2022, regarding the above-referenced account.

T-Mobile regrets Mr. ********* remains dissatisfied with the information provided. As indicated in our response to your office on August 26, 2022, Mr. ********** account remains canceled with a zero balance as of August 11, 2022.

In Mr. ********** correspondence, he indicated he was offered four lines of service, with the fourth line at no cost. Regrettably, T-Mobile is unable to identify a rate plan or promotional offer Mr. ********* was eligible for that provided the service and features at the cost indicated in Mr. ********** previous correspondence. However, we recommend Mr. ********* review our on-going plan and equipment promotions at www.T-Mobile.com, in the event he would like to return to our service.

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. ********** recent contact with our retail location or Team of Experts (TEX).

Further, it should be noted that T-Mobile records calls for quality and training purposes. Call recordings are used to ensure T-Mobile is providing quality service and are not a record of customer interaction. While we regret that Mr. ********* remains unsatisfied, T-Mobile respectfully declines to provide compensation or discounted equipment to Mr. ********* outside of our currently available plans and offers. We regret any inconvenience to Mr. **********

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: 09/18/2022

Complaint: 17665137

I am rejecting this response because:
I went to one of your stores and was told that since I signed up and canceled. I will have to wait 6 months to to qualify for any promotions.

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.
6/22/2022- I obtained internet modem at the store in *********** ** for a 15 day free trial. After installation, I discovered it would not work for our purposes. 6/24/2022- I went to the local store to return the device and was told it would cost $20 for the store to return the modem. The store manager said the return would be free if taken to *** and called for a label. After a couple of hours without receiving the return label, I called back to the store and was hung up on. I also emailed the store ******************************************** and then called the customer service number, was told (40 minutes 24 seconds later) that it could be 3 to 7 days to receive the *** return label. The label arrived by email, while I spoke with customer service, at 7:20 pm instead.6/25/2022- After placing the label on the box and information inside the box, the modem was shipped *** from ********* **.6/30/2022- *** confirmed device was delivered to T-Mobile at 09:50 am to **********, ** via tracking number 1Z9E86E79031965974.7/2/2022- I received a mailed invoice for $55.00 for an account that should have already been closed and already returned device. I called customer service and was told that the bill would be corrected with no further action needed. I requested a ticket number, and they would not provide one nor email confirmation. 7/16,18,20/2022- I received emails indicating a past due account. 7/18/2022- I called customer service the third time and was told that I had to take no action and the account had been previously closed by customer service. I asked for written confirmation, none was received.7/22/2022- Received emails to return the device and 2nd shipping labels, for a device I had already returned.8/1/2022- Received a letter from T-Mobile for a $55 outstanding balance. Called customer service, who admitted the mistake and supposedly adjusted $57.20 *Four calls to customer service, and promises that the matter was resolved, caused by bad practices within T-Mobile.
Business Response
Date: 08/16/2022
August 16, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 17664080
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 ************** has regarding cancelation of service and we appreciate the opportunity to address this matter. T-Mobile confirms that on June 22, 2022, ************** activated the above-referenced account with a T-Mobile Home Internet line of service ending in 1058. ************** subscribed to the T-Mobile Home Internet rate plan at a cost of $55.00 per month, which included unlimited data at up to 5G speeds depending on device and network technology. At the time of activation, ************** was provided with a T-Mobile Gateway device for use on the T-Mobile Home Internet line of service ending in 1058. Please note, the T-Mobile Gateway device is provided free of charge; however, it must be returned within 30 days of cancellation to avoid a non-return fee.

T-Mobile confirms that ************** contacted T-Mobile on June 24, 2022, to cancel the account as the service did not meet his satisfaction. Due to an inadvertent error, the account was not immediately canceled but future-dated to cancel on July 22, 2022, at the end of the current bill cycle. Please note, the prepaid return shipping label is not generated until the date of cancellation. T-Mobile Home Internet equipment must be returned via the shipping label and typically cannot be returned to a retail store. We apologize for any inconvenience this may have caused.

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. For Home Internet-only customers, this offer is fulfilled via a prepaid card in the amount of the final account balance. T-Mobile regrets if ************** was advised differently regarding our test drive offer.

The final billing statement dated July 23, 2022, reflected a balance of $57.20 for the monthly recurring charges from June 23, 2022, through July 22, 2022, late fees, and applicable taxes. As the account remained cancelled with a balance owed, the account placed in our pre-collection process. Please note that T-Mobile engages third-party collection agencies for pre-collection 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 ************** credit file.

Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every 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 during any of ************** interactions with T-Mobile.

T-Mobile confirms that on August 1, 2022, T-Mobile applied a credit of $57.20 to ************** account, bringing the canceled account to a zero balance. Should ************** have any questions regarding this matter, or the information provided, he may contact our office at the number listed below. 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: 08/20/2022

Complaint: 17664080

I am rejecting this response because: T-Mobile has not forwarded a Billing Statement of zero balance, written confirmation of error with apology, nor have I been contacted directly... I also still have an unresolved letter from Convergent Solutions - **********, and require written error letter and closure.
I would like to thank you for sending your regrets, and admission of errors for employee failures and error in sending the file for collection to Convergent Solutions.
I would like to add that I sent a written letter dated 7/31/2022 to T-Mobile Customer *************** ***********, ** and have not received a response.
I also sent four emails to Convergent Solutions, to deny any outstanding debt, twice on 8/3/2022, once on 8/4/2022 and 8/20/2022 and have not received a response.
There is no email available, nor other phone number except ***************** to contact ********************** to address error resolution, which would have been beneficial in this incident.
The Internet Device that was tested would not work with a Static IP Address for certain ********** providers, nor certain specialty equipment I possessed, which caused the return within two days. It would have been important data to learn prior to the Free 15 Day Trial period.
I will not be able to close the complaint until the requested documents noted above have been received.
I would also like to thank the BBB for opening a conversation with T-Mobile to assist in reaching resolve.
Sincerely,

***********************
Business Response
Date: 08/29/2022

August 29,2022

FILED ELECTRONICALLY

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

Re:      ***********************
Your File No. 17664080
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 20, 2022,regarding the above-referenced account.

T-Mobile regrets any continued concerns ************** has with this matter and we appreciate the opportunity to respond. As previously advised in our response dated August 16, 2022, ************** activated the above-referenced account on June 22, 2022, with a T-Mobile Home Internet line of service ending in 1058. ************** subscribed to the T-Mobile Home Internet rate plan at a cost of $55.00 per month.

T-Mobile once again confirms that ************** contacted T-Mobile on June 24, 2022, to cancel the account as the service did not meet his satisfaction. Due to an inadvertent error, the account was not immediately canceled but was future-dated to cancel on July 22, 2022, which was the end of the current bill cycle.

The final billing statement dated July 23, 2022, reflected a balance of $57.20 for the monthly recurring charges from June 23, 2022, through July 22, 2022, late fees, and applicable taxes. On August 1, 2022,T-Mobile applied a credit of $57.20 to ************** account, bringing the canceled account to a zero balance. Should ************** have any questions regarding this matter, or the information provided, he may contact our office at the number listed below.

Lastly, T-Mobile apologizes if ************** did not receive a response to his July 31, 2022, letter which he indicates was sent to T-Mobiles Customer ******************** in ***********,**, as well as his correspondence he indicates was sent to Convergent the third-party collection agency that was handling pre-collection services. T-Mobile billing statements are produced when the billing period ends, ************** will receive a final revised billing statement after this billing period ends on August 22, 2022, that will confirm the account is closed and reflects a zero balance.

Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every 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 during any of ************** interactions with T-Mobile.

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: 09/05/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, it has taken so much of my time to correct the actions of T-Mobile,
and bring the matter to this point. I have received a zero balance statement.
If I had known what my experience with customer service would be, or that ********************** was litigating a $500 Million dollar civil action for customer data breach's in
**** District Court of ********, I would never have entered a store.
As long as I experience no further adverse actions from T-Mobile, bringing this complaint to a close would be a long waited pleasure.
Thank you again Better Business Bureau, your platform made this possible.

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.
On 7/9/22 I called to cancel two lines. T mobile suggested to suspend them for three months. I thought great that's enough time to see if i should keep them. I received confirmation for one line suspension thinking that i would get the other later. A few days ago i received a full ****. I am going on 1 year paying for 3 lines and I am only using one. I thought it was the time to cancel as i have no use for the lines, I thought i cannot go past a yer paying for lines i think i will not be using any time soon but i can now see when i had those phones pushed on me the lines were also something that were connected to those phones and therefore was pushed on me for sale purposes. I do not have time to call and get upset. My solution was to cancel, their solution was to suspend to continue to charge me. I now have the phones that were pushed on me paid off by T-Mobile which made it right but the headache of numerous calls will continue. It should not be this way i am the consumer if i take the time to call and request something it should be done not suggest what works best for T-Mobile. It's my time and money invested here. Its been h*** for a year. I had TMobile for years on someone else's account with no issues, but for a year on my own account it's been horrible. I called a few days ago and now have to make time to have a debate to cancel these two lines and keep one. I will have to make some time and be upset on the call again for a refund and to cancel the extra lines.
Business Response
Date: 08/09/2022
August 9, 2022

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 17663868
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 to hear of ****************** concerns, and we welcome the opportunity to respond. T-Mobile records reflect that on July 9, 2022, the mobile numbers ending in ****, and ****, were placed on Seasonal Suspension at ****************** request. Please be advised that **************** was subscribed to our Magenta rate plan at a cost of $130.00, for the first two lines, and as one of the suspended lines were included in the base amount, suspending that line provided no discount. On August 9, 2022, T-Mobile cancelled the mobile numbers ending in ****, and ****, at ****************** request. Additionally, a courtesy credit was issued to the account for $60.00. The account remains active with a balance of $167.25. 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: 08/09/2022

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:
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 June 25,2020 i was charge ****** for the month of July when I specified that I want to pay for the balance of the cell phone that was ****** . Because I want to end my service with them gentleman refuse my refund and he sing on the credit card payment transaction because I refuse to sing I call the help line they said they couldnt do nothing to cancel the transaction.. the help line agent ask me for my bank acct number because they where going to wire me a refund thats has not been refunded yet .. I think if the teller sing for that transaction I think hes committing fraud by T-Mobile I paid for the cell phone with another credit card after they didnt want to cancel that transaction..
Business Response
Date: 08/19/2022
August 19, 2022

FILED ELECTRONICALLY

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

            Re:      *******************************
                        Your File No. 17662930
                        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 ******************** may have regarding his account. Our records show Mr. ********* billing statement dated June 17, 2022, reflected a balance of $278.62 which consisted of a past due balance of $161.66 for monthly service charges,equipment charges a late fee and previously assessed restore fees from May 17,2022, through June 16, 2022, and new charges of $116.96 for monthly service charges, equipment charges and a late fee from June 17, 2022, through July 16,2022, with the past due balance due immediately and new charges due by July 9,2022.

On June 19, 2022, ******************* remitted a payment of $115.00 leaving an account balance of $163.62.On June 25, 2022, ******************** remitted a payment of $113.62 towards the account and a courtesy credit of $50.00 was applied leaving the account at a zero balance. In addition, ******************** remitted a payment of $376.23 for the final Equipment Installment Plan charges of an Apple iPhone SE 3 handset previously purchased on April 16, 2022.

Thereafter, ******************** contacted T-Mobile requesting a refund of the payment for $113.62 as he indicated he did not want to process this payment. Regrettably the refund was unable to be processed as ******************** requested the refund to be processed through a different channel and not original payment method.

On July 7, 2022, the account was canceled per Mr. ********* request. The billing statement dated July 17,2022, reflected a balance due of $69.00 which consisted of pro-rated service credits and previously assessed restore from suspension fee charges which were due by August 9, 2022.

Please be advised as the payment of $113.62 is being disputed by ******************** directly with his financial institution, T-Mobile would not be able to process a refund as the funds were valid and owed. However, on August 15, 2022, a courtesy credit totaling $134.10 for previously assessed restore from suspension fee charges were applied leaving the account with a credit balance of $65.10. T-Mobile will process a refund on September 15, 2022, as long as the account remains canceled with no return payments by that date.

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: 08/20/2022

Complaint: 17662930

I am rejecting this response because:
T-Mobile is not Acceptin the responsibility of bad customer service and take over the clients Im been charge $20. Dollars for restore fee for each ***************************** is telling me I have two lines that I need to pay for when I only have one phone number but in T-Mobile records it shows I have 2 lines that I was never aware of and I have documents that show them charging for two lines . Its not the amount that they claim of $113 or ******************************************************************************************************************************** credit card company because T-Mobile has a recording of me talking to a team member over the phone where hes telling me that T-Mobile cant cancel a transaction even if the customer never signed for the transaction..
I stated I never signed for that transaction and I advise the customer service line that the worker from that store said to me Ill sing if you dont want to and Ill proceed the payment and that to me as a customer is a fraud and ********************** dont want to admit and its not write for a teller to sing I ask for a manager and they didnt call him T-Mobile store has cameras so if they want to argue I want to see me signing on the tablet that T-Mobile employee made a line and process the payment . My number was ************ I never had a 510 area code number on this account

Sincerely,

*******************************
Business Response
Date: 08/30/2022
August 30, 2022

FILED ELECTRONICALLY

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

            Re:      *******************************
                        Your File No. 17662930
                        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 we have made attempts to contact ********************, which have proven unsuccessful. Therefore, we will make every effort to address Mr. ********* concerns within this correspondence.

T-Mobile regrets any continued concerns ******************** has regarding the account, and we appreciate the opportunity to address this matter. On April 16, 2022, ******************** activated the account with one voice line of service ending in ****. ******************** subscribed to the ***************** rate plan at a cost of $90.00 per month, which included unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability. Additionally, ******************** subscribed to the optional Protection 360 feature at a cost of $13.00 per month for the line of service ending in ****.

Additionally, on April 16,2022, ******************** activated a DIGITS line of service with the mobile number ending in 7110. ******************** subscribed to the ***** by DIGITS rate plan at a cost of $0.00 per month. The ***** by DIGITS rate plan gives customers a free second number to help keep their primary number private. Customers can think of it like a spam folder for their phone number.

On April 16, 2022, ******************* qualified for and took advantage of T-Mobiles Equipment Installment Plan (***) at a local T-Mobile retail location. ******************** purchased an Apple iPhone SE 3rd Generation handset with the International Mobile Equipment Identifier (IMEI) number 354109332189704,which was associated with the mobile number ending in ****, for the full retail purchase price of $429.99 plus applicable taxes and fees. At the time of purchase, ******************** was not required to remit a down payment; however, he agreed to a series of 23-monthly installments in the amount of $17.92, and a 24th and final installment in the amount of $17.83. ******************** purchased the handset during the 2022 Apple Activate P2 offer. From March 11, 2022, through July 6, 2022,customers could get 50% off an Apple iPhone SE 3rd Generation (up to $215.00 off) via monthly Recurring Device Credits (RDC) when they purchased the handset on *** and activated a new voice line of service on a qualifying rate plan for use on the new phone. ******************** met the eligibility requirements and was scheduled to receive 23 monthly RDC of $8.96, and a 24th and final monthly RDC of $8.92.

Please note, if a customer has an open ***, and the account is canceled, any promotional offers are removed, and any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

The billing statement dated April 17, 2022, reflected a total balance due in the amount of $111.96 which was due by May 9, 2022, and was for services from April 17, 2022, through May 16, 2022. This balance was for new charges and consisted of monthly recurring charges, ***, Protection 360,as well as applicable taxes and fees.

On May 15, 2022, as payment in full was not remitted by the due date, T-Mobile suspended the accounts ability to make outbound calls. Pursuant to T-Mobile policy, customers may be suspended at any time when payment in full is not received by the payment due date and/or a payment arrangement is not on file for the account. As stated in our Terms and Conditions of Service, if we suspend a customers service and then later reinstate it, a restore from suspend fee may be assessed in the amount of $20.00 plus applicable tax per line of service per instance for up to three lines of service. Customers are welcome to review potential impacts to their T-Mobile bill online at https://www.t-mobile.com/support/account/whats-impacting-your-bill. On May 16, 2022, ******************** remitted a payment in the amount of $111.96 to restore services which resulted in a zero balance. Additionally, two restore from suspend fees plus applicable taxes were assessed to the account and would be reflected on the next available billing statement.

The billing statement dated May 18, 2022, reflected a total balance due in the amount of $161.96 which was due by June 9, 2022, and was for services from April 17, 2022, through May 16,2022. This balance was for new charges and consisted of monthly recurring charges, ***, Protection 360, restore from suspend fees, as well as applicable taxes and fees. On June 16, 2022, as payment in full was not received by the due date, T-Mobile suspended the accounts ability to make outbound calls.

The billing statement dated June 17, 2022, reflected a total balance due in the amount of $278.62. This balance consisted of a past due balance in the amount of $161.66, and new charges in the amount of $116.96. The new charges consisted of monthly recurring charges, ***, Protection 360, as well as applicable taxes and fees.

On June 19, 2022, ******************* remitted a payment in the amount of $115.00 which restored services and resulted in a balance of $163.62. Please be advised two restore from suspend fees, plus applicable taxes,were assessed to the account pursuant to T-Mobile policy, and would be reflected on the next available billing statement.

On June 23, 2022, as the account remained in delinquent status, T-Mobile suspended the accounts ability to make outbound calls. On June 25,2022, ******************** remitted a payment of $113.62 which restored services and updated the balance to $50.00. Please be advised two restore from suspend fees, plus applicable taxes, were assessed to the account and would be reflected on the next available billing statement. Additionally, as a courtesy, T-Mobile applied a one-time courtesy account credit of $50.00 to cover two of the restore from suspend fees mentioned above which resulted in a zero balance. Lastly, ******************** remitted a payment in the amount of $376.23 towards the Apple iPhone SE 3rd Generation handset mentioned above which paid the remaining *** balance in full.

On July 5, 2022, Mr.********* financial institution returned the $113.62 payment remitted on June 25, 2022, as unpaid to T-Mobile and as such, was charged back to the account updating the balance to $113.62. Pursuant to T-Mobile policy, a returned payment fee in the amount of $15.00 was assessed to the account updating the balance to $128.62. On July 7, 2022, ******************** cancelled the account mid-bill cycle. On July 9, 2022,Mr. ********* financial institution reversed the returned payment in the amount of $113.62 and as such, was paid to T-Mobile updating the balance to $15.00. As a courtesy to ********************,T-Mobile adjusted the $15.00 returned payment fee which resulted in a zero balance.

The billing statement dated July 17, 2022, reflected a total balance due in the amount of $69.00 which was due by August 9, 2022. This balance was for new charges and consisted of a credit for prorated monthly recurring charges, and charges for the restore from suspend fees mentioned above, as well as applicable taxes and fees.

On August 15, 2022, as a courtesy to ********************, T-Mobile applied courtesy account credits totaling $134.10 to cover all the restore from suspend fees charged to the account and resulted in a credit balance of $65.10. The billing statement dated August 17, 2022, reflects a credit balance of $65.10.

As such, T-Mobile is offering to complete a refund in the amount of $65.10 via a prepaid debit card which is to be shipped to the address of Mr. ********* choice. T-Mobile request ******************** contact our office at the number listed below to complete the refund mentioned above. 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: 09/02/2022

Complaint: 17662930

I am rejecting this response because:
I paid all my bills and as T-Mobile has records second I was never advise of a second line and I never took advantage of the service I that was was paying for . Second I star this claim for the fraudulent charge Tmoble representative made on my Citibank credit card for the amount of 113. And T-Mobile want to look the other way and not be responsible for employees actions. I dont even want the 113 back I just want T-Mobile to explain where did that money go and why was I charge that **** if I never signed for that transaction as the video recording they have inside the building could show everything that happened in the store and how that gentleman signed and summited the transaction. Also T-Mobile has a recording conversation of me second after the gentleman process that unauthorized transaction
Sincerely,

*******************************
Business Response
Date: 09/12/2022
September 12, 2022

FILED ELECTRONICALLY

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

Re: *******************************
Your File No. 17662930
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 2, 2022, regarding the above-referenced account.

T-Mobile regrets any continued concerns ******************** has regarding the account, and we appreciate the opportunity to address this matter.

As indicated in T-Mobiles response to your office on August 30, 2022, for the file number referenced above, on June 23, 2022, ******************** remitted a payment in the amount of $113.62 which restored services. Upon speaking with ******************** on August 30, 2022, and September 9, 2022, he indicated that he visited a retail location to pay in full the Equipment Installment Plan for the Apple iPhone SE 3rd Generation handset, which is mentioned in our response to your office, and not to restore services. T-Mobile regrets any inconvenience this may have caused *********************

However, T-Mobiles position remains unchanged that all credits and adjustments have been completed as explained in our previous response to your office on August 30, 2022. Please be advised the account reflects a credit balance of $65.10. As such, T-Mobile is offering to complete a refund in the amount of $65.10 via a prepaid debit card which is to be shipped to the address of Mr. ********* choice. Unfortunately, ******************** respectfully declined T-Mobiles offer.

Should ******************** wish to receive his refund, he may contact our office at the number listed below. Please be advised T-Mobile takes account security seriously and be assured that T-Mobile strives to provide world-class service to all our customers on every 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. ********* interaction with a retail location.

Furthermore, if necessary, T-Mobile will fully cooperate with any investigation undertaken by local law enforcement with respect to this matter. For any legal document requests related to this matter, please forward a subpoena or court order for the records to Legal and ************************ at ******************************************************** or via facsimile at ************. 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:
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 started using T-Mobiles home internet in May 2022. They have a catchy promotion where you pay $50/month for home internet with no contract. I switched from ******* to T-Mobile. The service was great for the first two months. The past month has been unreliable. I work from home and need reliable internet connection to perform my job. I have had to call T-Mobile at least 3 times to complain about my spotty internet connection. The internet device (called a Gateway) says I have very good service when the internet is not working. Each time I call, T-Mobile tells me they are updating the towers from 4G to 5G and that is the reason for the internet outages. They never tell me in advance when this is happening, and they dont provide expected resolution times. Also, this seems like an unbelievable reason. They owe it to their customers in the northern Virginia area to let them know the truth and when to expect outages or when outages are occurring. I have spent a lot of time trying to troubleshoot this problem. I would like to keep my T-Mobile service because it is so affordable. Also, it takes several hours to set up a new Wi-Fi network because. I have a smart home, and some of the devices take some time to reconnect to Wi-Fi. I would like a billing adjustment or refund to my account for these outages, and I would like them to provide an honest response as to whether these outages will be ongoing or when they will be finished so that I can plan appropriately. If there is no improvement this month, I will switch providers.
Business Response
Date: 08/15/2022
August 15,2022

FILED ELECTRONICALLY

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

            Re:      *******************************
                        Your File No. 17664044
                        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 inconvenience **************** has experienced regarding her home internet services and we appreciate the opportunity to review and address her concerns. T-Mobile records show **************** activated her T-Mobile Home Internet line ending in **** on May 6, 2022, and was provided the *** Wi-Fi Gateway router to utilize the service. It should be noted that the *** Wi-Fi Gateway router is T-Mobile property and if not returned in an acceptable working condition upon cancelation of service, the account may be assessed a non-return fee of up to $370.00 plus applicable taxes and fees.

Please note that T-Mobile Home Internet eligibility is determined at the household level. Household eligibility is based on network capacity and performance, which is always improving. On July 15, 2022, **************** reached out to her Team of Experts (TEX) and advised she was experiencing slow data in her area, which resulted in a trouble ticket being filed. Upon review, on July 18, 2022, the ticket was worked and resolved. Our engineers had found the someone cut the fibers, which resulting in an outage.

On August 4, 2022,**************** reached out to her TEX and reported concerns with her service, as such, a ticket new was filed. T-Mobiles Engineering team reviewed Ms. ******* coverage area, and found there was congestion at the site primarily serving her area during the middle of the day. Our Engineering team is aware of the issue have been working with other towers in the area, to help ease the congestion on Ms. ******* serving site, however **************** may continue to intermittently experience impaired services during times of higher-than-normal usage in their area. Unfortunately, at this time, there are no current plans in place for new towers or additional upgrades, but T-Mobile encourages **************** to visit www.howmobileworks.com, which provides a petition to sign showing that coverage is wanted in a specific area.

As a courtesy, we have applied a credit of $50.00 toward the account to cover Ms. ******* August ****. This updated the account balance to zero.

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
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: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 had called T-Mobile customer service on July ******* and spoke to a agent and told her that I have two lines that which I was not using and if I can return them the device IPhone SE since that phone is not paid off and phone is not broken at all. She stated that I can't return it but that she can disabled this lines that I am not using and like that I will not be charge for service. Well guess what I am still being charge for service this company has lie to me since day one. Then I called on 08/02/22 with ***** with employee# ******* stated that I can return my phone at a T-Mobile store and that I will not be charge. I called today and Supervisor ****** which told that I can return the device but will have to paid $204.00 at the store this is JOKE when I was told that I don't have to pay anything this company is all about lies and they don't care for there customer.
Business Response
Date: 08/15/2022

August 15, 2022

FILED ELECTRONICALLY

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

Re: *********************************
Your File No. 17663713
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 ********************** concerns regarding her JUMP! On Demand (***). On September 29, 2021, ********************** participated in T-Mobiles *** with the lease of an Apple iPhone SE2 handset. *** is a leasing option in which participating customers may be required to remit a capital cost reduction and agree to a series of 18 monthly payments as well as a Purchase Option Price (POP) should they chose to own the device. Once the *** 18-month lease ends, customers have the option to return the leased handset to a retail location, upgrade to a new device, turn in the handset to avoid the POP, or purchase the device by paying the POP. At the time of lease, ********************** was not required to remit a capital cost reduction payment but agreed to remit 18 monthly lease payments of $17.75 plus applicable taxes and fees with a POP of $80.49 plus applicable taxes and fees.

*** customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.

As of June 8, 2022, ********************** had five lines of service; four voice lines ending in ****, ****, ****, and ****, and one Mobile Internet line ending in 8336. On August 3, 2022, per ********************** request, the voice line ending in **** was canceled. Additionally, on August 8, 2022, the voice lines ending in **** and **** were canceled when ********************** transferred these numbers to another service provider. It is important to note that T-Mobile shows no records of ********************** requesting cancelation of the above-mentioned lines prior to August 3, 2022. Additionally, for a number to be eligible to be transferred to another service provider, that number must be active at the time of the request.

Based on the above, should ********************** want to return the Apple iPhone SE2 handset, she would need to pay the remaining lease payments in the amount of $124.25 plus applicable taxes and fees. 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: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.
This complaint is actually about T-Mobile Money. Since T-Mobile Money doesn't have an actual profile on here that I can find, I'm submitting this complaint through it's parent company, T-Mobile.We have had issues with charges coming through that were unauthorized. We informed them right away of the Merchants involved, and they opened up the responding claims, cancelled our Debit Card (even though we never authorized that), and said that the charges would stop and nothing would be going through while the investigation was ongoing.This morning, we saw ANOTHER Charge from one of the merchants that we've got the dispute with, come through to our account. We tried to reach out to **************** to advise them of this, and requested our account be closed COMPLETELY since they were still allowing these charges to go through even though the Disputes were open, and they refused saying that because our account was in a negative status now (due to the unauthorized charge), it couldn't be closed until the account was zeroed out. My attempts to reach a Supervisor to have them resolve this issue proved futile, and I did not reach any kind of acceptable resolution with this issue, so now I'm reaching out to file a FORMAL Complaint.With 4 OTHER Charges that are unauthorized but allowed through by T-Mobile Money, they currently owe us $176.98 ($52.99 + $52.99 + $35 + $1 + $35). We would like this money back immediately as we are currently struggling financially and this money is needed to purchase groceries/food/clothing/etc.In addition to that, because this account is in the negative, the Savings Account we setup through them, is also completely inaccessible due to the fact that we do not have a working Debit Card to use (thanks to them closing the other one), and we do not want to move our POSITIVE balance over to cover the negative one that they allowed to happen.Please let me know when this can be resolved. Thanks!!!***********************
Business Response
Date: 08/09/2022
August 9, 2022

FILED ELECTRONICALLY

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

Re: **** Knopick
Your File No. 17663950

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 file number.

T-Mobile regrets any concerns that ****************** may have experienced with his T-Mobile Money account. Please note that Mr. ******** T-Mobile Money account is owned and serviced by BankMobile and as such, we respectfully request that ****************** reach out to BankMobile at ************** for further assistance.

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: 08/09/2022

Complaint: 17663950

I am rejecting this response because:
T-Mobile's name is listed on the Bank's name so I feel that they should still have to address this issue, otherwise why would you be listed as being affiliated (your name is literally the name of the bank itself), if you have nothing to do with it?
Sincerely,

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

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T-Mobile USA, Inc. is NOT a BBB Accredited Business.