Complaints

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

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T Mobile USA Inc.

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

• 

  T-Mobile USA, Inc.

  3324 Secor Rd Ste 1 Toledo, OH 43606-1540

• 

  T-Mobile USA, Inc.

  9464 Parkway E Birmingham, AL 35215-8308

• 

  T-Mobile Usa Inc

  1580 Montgomery Hwy Birmingham, AL 35216-4586

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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was notified by *********** credit monitoring that my social security number and drivers license number were found on the dark web. Confirmed by a free scan by Experian, it was discovered that my data was associated with the T-Mobile breach of 2021. Upon learning this information, I started researching my options and found that I can no longer obtain the credit monitoring offered by T-Mobile for victims. I waited on the phone with T-Mobile yesterday for over an hour and a half and no one returned to the phone to discuss with me (I was waiting for a supervisor). I was a customer of ********************** almost 20 years ago and am very surprised they still had my data.

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************************
  Your File No. 17663559
  
  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 ****************** experienced, and we appreciate the opportunity to respond.  In mid-August, T-Mobile was informed of claims made in an online forum that a bad actor had compromised T-Mobile systems.  We immediately began an exhaustive investigation into these claims and brought in world-class cybersecurity experts to help with our assessment.  Subsequently, we confirmed that T-Mobiles systems were subject to a criminal cyberattack that compromised data of our customers, former customers, and prospective customers.  For more information on identity theft and internet fraud prevention, customers may visit https://www.t-mobile.com/brand/data-breach-2021.
  
  T-Mobile has notified non-customers whose information was impacted via email and direct mail.  If ****************** received an email or letter from T-Mobile, then the letter will state whether their SSN or government ID was compromised.
  
  If ****************** received a letter or email from T-Mobile, but was not previously a customer, ********************** may have had Mr. ******** information because they applied for T-Mobile services but did not complete the activation process.  In such cases, T-Mobile can retain their information.
  
  Our goal is to ensure that we are providing clear information about how individuals whose information was potentially affected can protect themselves.  To that end, we offered non-customers and customers with two years of free identity protection services with McAfees ID ************************* $1 million identity insurance, dark web monitoring, and lost wallet recovery.  Please note, this offer has been expired since December 2021. 
  
  T-Mobile is committed to protecting privacy and complying with all applicable laws.  If ****************** has additional questions, he may contact us through our ************* team at ************.  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: 08/15/2022

   
  Complaint: 17663559
  
  I am rejecting this response for multiple reasons:

  1. The link provided in T-Mobile's response is no longer active, and I was forwarded to an education website for "tips on how to keep my data safe."  This is insulting, as it was not my fault my social was found on the dark web.  The only mistake I made was trusting T-Mobile with my information in my teenage years, on an account I had more than 15 years ago.

  2. The address/phone number/email address I used when I was a T-Mobile customer is long since outdated, I was a customer when I was a teenager.  I received no such communication from T-Mobile, but was alerted recently by *********** monitoring that my social was found in February of 2022.  A follow-up search made through Experian confirmed what *********** alerted me to.  I have attached both reports to this rejection as evidence.

  3. If the earliest my information, found in the T-Mobile breach, was alerted in February of 2022 and I was not notified by T-Mobile prior to this - how could I have possibly known to enroll in any protection offered by T-Mobile when the offer expired in 2021?

  I am still waiting to see what T-Mobile will be doing to rectify the situation.  I appreciate your time and attention.

  
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *************************************
  Your File No. 17663559
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 15, 2022, regarding the above-referenced file number. 
  
  T-Mobile regrets any continued concerns ****************** may have regarding our previous response to your office.  As explained in our prior correspondence, following the Cyber Security Incident August 2021, T-Mobile offered customers two years of McAfee ID Protection free of charge, which provides identity protection services with McAfees ID ************************* $1 million identity insurance, dark web monitoring, and lost wallet recovery. Unfortunately, this offer expired in December 2021.
  
  Nevertheless, to amicably resolve his concerns, T-Mobile has agreed to extend this offer to *****************. To sign up for the two years of McAfee ID Protection free of charge, ****************** may contact me directly at the number below or via email at *********************************************************,and we will assist with registering for the protection services.
  
  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.

  i had done a defered exchange upgrading my phone in april. tmobile has told me repeatedly they havent gotten my phone back but, that my service wouldnt be turned off and no fees would go on my account until this was resolved. as of today 08/03/2022 my service has been turned off 5 times and there are multiple charges on the account. ive been in store and called multiple times tring to get this resolved. now there are overdraft charges on my bank account. almost lost my job due to the phone service being interupted and still no resolution from them regarding my account. i was told a BBB complaint was the way to go but ive never went this route before.

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 17663457
  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 Ms. *********** concerns, and we welcome the opportunity to respond.  T-Mobile records reflect that on November 10, 2020, ********************** leased a ******* Galaxy S20 handset on our JUMP! On Demand (JOD) lease.  With our JOD leasing option, customers may be asked to remit a capital cost reduction payment at the time of the lease, they then agree to pay 18-monthly lease payments.  Once the 18-month lease ends, they may return the handset in good condition for the lease to be closed, or they may opt to pay a purchase option price to keep the handset at the end of the lease.  On April 22, 2022, a ******* Galaxy S22 was purchased on our Equipment Installment Plan (EIP), instead of a lease renewal.  Accordingly, the purchase option price of $174.00, was applied to the account, and posted to the billing statement dated May 11, 2022.  
  
  As the account became delinquent, service was suspended on July 11, 2022, July 15, 2022, and July 19, 2022.  As a result, a total of $80.00, in restore from suspension fees were assessed to the account.  On August 10, 2022, T-Mobile credited the purchase option price of $174.00, and $80.00, for the restore from suspension fees.  The account remains active with a balance of $331.71.  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

• Initial Complaint

  Date:08/02/2022

  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.

  During the month of june T mobile was running a promotion for Hotspot Modem and internet service,,,i called and asked about the promotion . The *** explained the service and legal guidelines , this is when i advised them that i live in a remote location and would have to see it work to believe it. The *** at this time explained that i could try the service for 30 days and if i was not completely happy to call and cancel the service get an RA# to return the equipment and i would not owe anything for data used,equipment or return shipping. I received the T Mobile modem on a Wednesday and unpacked it and per instructions charged the battery.On Thursday i tried to log onto T ***** site,,, guess what no service. Friday i called T ***** and started the return process,,Monday shipped modem back. July im get a **** from T mobile,,i call them and was assured it would be corrected. August i get a **** and a notice from a collection agent,, i call T Mobile and the *** cannot get into my account this is when i ask to speak to a manger and the *** advised the manger was busy but would return my call , manger never called. I would like for T Mobile to remove this charge due to the fact i have called several times with hold times well over 30 minutes,,,,switching back and forth with *** and never getting to speak with a manger. "Past Due"amount $61.83 Account # *********

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17662438
  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 our service did not meet ******************** needs, and that he has concerns regarding the account.  T-Mobile records reflect that on May 3, 2022, ****************** activated the account with a mobile internet line on our 100 GB Mobile Internet rate plan.  At that time, ****************** purchased a 5G MiFi M200 device on our Equipment Installment Plan (EIP).  T-Mobile provided a 14 day return period which allowed ****************** to use the equipment to see if it meets his 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 reflect the equipment was returned to us on May 14, 2022.  T-Mobile records do not reflect a request to cancel service.  As such, service remained active until the account was cancelled on June 20, 2022, for non-payment, totaling $61.83.  After unsuccessful attempts to collect on the outstanding balance, on August 6, 2022, the account was referred to an outside collection agency.
  
  In an effort to amicably resolve the matter, on August 9, 2022, T-Mobile issued a credit to the account for $61.83.  Additionally, 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.  
  
  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 ******************** 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: 08/09/2022

   
  Complaint: 17662438
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

     I would like to respond to your reply so we can clear this matter up. The purchase date was 5/2/22  this was an online purchase so i did not receive your equipment until (3) three days after the purchase date. After two or three days of trial an error i did not feel comfortable to use T mobile as my service provider. I called T Mobile and requested a Return Authorization for the equipment and asked for a refund for what what was charged to my **************** Card,"i would think anyone with common sense would understand this means cancel the service. The refund to my card is dated 5/14/22 , now this is where it gets tricky , you did not credit my card until you had the equipment in your possession and then i was told there would be a 3 to 5 days before it would post to my card. I think we were well within the guidelines for a refund. If you would like to view my credit card statement i would be more than happy to share this with you.

  my question is how can you confirm or deny the the account was not closed properly has T ***** never made a billing mistake??   If i returned the equipment why would i need your service??
  

• Initial Complaint

  Date:08/02/2022

  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 12/13/2021 we signed up for T-Mobile service at T-Mobile store in ******** ******. The lady that we worked with that day said we were eligable for several promotions. The promotion we agreed on included 2 new phones free if we traded in our old phones. We signed up for the Magenta 55 plan with auto pay and our bill was supposed to be a total of $70. per month. Since then I have called T-Mobile almost every month to complain that my bill was not correct and I was being charged for phones that were promised to us free of charge. Every time I called, the representative would tell me they would expidite the process and the bill would be fixed by the next billing cycle. Then on 7/26/2022 I spoke to ****, a T-Mobile representative, he said that our old phones were not eligable as trade-ins and the promotion that we would have been qualified for at the time we signed up was a phone at 1/2 price. He said the only thing he could offer me was a $750 credit on my bill, that it was too late to do anything to get me the promotion I was promised.

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  T-Mobile Account: *******************
  Your File No. 17662354
  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 T-Mobile records indicate the account holder of record is *******************, and he has designated ********************* as an authorized user of the account.
  
  ********************** regrets to hear of Ms. ****** concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect that on December 13, 2021, the account was activated with two voice lines, and subscribed to our Magenta 55+ rate plan, at a cost of $80.00 monthly, or $70.00, with our AutoPay discount.  Also on that date, two OnePlus 9 5G handsets were purchased on our Equipment Installment Plan (EIP).  
  
  At that time, there were two promotions for the OnePlus 9 5G handset.  Our 2021 OnePlus Trade P3 promotion, was from December 10, 2021, through January 5, 2022, and offered the device on us, up to $750.00, when purchasing on EIP, trading in a qualifying phone, and subscribing to an eligible plan.  Ms. ****** trade in and rate plan did not qualify for this promotion.  Our 2021 OnePlus Trade P4 promotion was from December 10, 2021, through January 5, 2022, and offered the device at half off, up to $350.00, via monthly bill credits, when purchasing on EIP and trading in a qualifying phone.  Ms. ****** trade in did not qualify for this promotion. 
  
  However, in an effort to amicably resolve the matter, on July 26, 2022, a credit was issued to the account for $750.00.  Additionally, T-Mobile has offered to allow ************** to participate in our Carrier Freedom offer, outside of the qualifying period.  Upon receipt of Ms. ****** statement showing the final balance owed on her devices when she came to T-Mobile, we will issue an additional bill credit for that amount.  The account remains open with a credit balance of $324.95.   
  
  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

• Initial Complaint

  Date:08/02/2022

  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.

  [Kyle-Mclntyre]1147 **************, ****** TMobile ***************************************************** ATTN: T-Mobile Customer Relations, ****************** RE: Billing Error Dispute (980724991)This letter is to serve T-mobile and T-mobile customer relations an official notice of dispute for the ENTIRE amount of phone and services. The owner of the above referenced account, as defined by 12 CFR ******, is a federally protected consumer. I am aware that there has been credits issued to my person but have not been properly reflected, issued, or disclosed to me through permissible means. To resolve this dispute, I am demanding you provide me with FULL,ORIGINAL, and/or UNALTERED documentation that specifies credits, tax liabilities, discharge of debt, bonds, and or securities as they are applicable to this account.Please be advised, pursuant 12 CF *******, this constitutes as a billing error ********************************** ETC No proper disclosures Additional lines without consumer consent Excess amount of payments Downpayment *Finance charge says there is NO cash transactions*15 USC **** Having that knowledge, I would like to remind you that 12 CFR *******(e)(1) reads "..Correct the billing error and credit the consumer's account with any disputed amount and related finance or other charges, as applicable). I am invoking my specified remedy of having a payment of full amount of phone and services refunded to me with an official check payable to ************************* at ****************************************************. With an additional amount of $10,000 USD check.********:*********************** UCC ***** ALL RIGHTS RESERVED

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17662252 
  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.  
  
  The document submitted as payment for the T-Mobile account number referenced above is not an acceptable form of payment towards the balance owed for accrued charges under Mr. ********* ******* Agreement. T-Mobile does not recognize that document as a valid form of payment. Under T-Mobiles Terms and Conditions, all accrued charges must be paid in full by the due date on the billing statement.
  
  As a result:
  
  Mr. ********* T-Mobile account has not been credited with the payment amount he claims to make utilizing this invalid payment method, document, or instrument.
  If T-Mobile does not receive payment in full by the due date on the billing notification, it will be treated as a late payment or non-payment under T-Mobiles Terms and Conditions and can result in suspension of services.
  ******************** should provide a valid payment using a bank account or debit/credit card at our convenient payment options:
  
  Online: visit T-Mobile.com/pay or the T-Mobile App to make a payment
  Phone: dial 611 from to access our automated system to make a payment
  
  If ******************** has any questions regarding payment on his account, we ask he please contact our Team of Experts (TEX) at ************.
   
  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

• Initial Complaint

  Date:08/02/2022

  Type:Sales and Advertising 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 T mobile for home internet. That I did not have a contract with just month to month. I had to make multiple trips to the store to get it canceled and the unit returned to them in February of 2022. They kept billing my credit card for 3 more months before I had my credit shut them off. They continue to send me bills and now have sent me to a collection agency even though they billed me for three months after it was shut off and returned to them. I have called them probably 20 times to get the same answer they cant help me because my account has been closed. They should be prosecuted for fraud and harassment and should have to return my money that was over billed. My account number was #*********. The unit was mailed back to them with their shipping label on 2/25/22 tracking #1z9e86e79034435175 with **** Thanks for your help

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17662208 
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 2, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns ************** has regarding his account, and we appreciate the opportunity to respond.  On December 22, *****, ************** applied for and activated the above-referenced account with one Home Internet line of ******* ending in ****, which subscribed to T-Mobiles $55.00 Home Internet rate plan.  At the time of activation, ************** enrolled his account in AutoPay making him eligible for an additional $5.00 AutoPay discount, which reduced his monthly recurring charges to $50.00 a month.  Please be advised that T-Mobile provides a 5G Home Internet Gateway at no cost; however, it must be returned within 45 days of cancellation to avoid a non-return fee.  
  
  Records reflect that on February 20, 2022, ************** contacted his Team of Experts (TEX) requesting that his account be closed.  ************** was unable to verify his account PIN for authentication.  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 ********************** device. Because Mr. ****** ******* is a Home Internet device and therefore, is unable to receive the one-time PIN, he was referred to visit a ********************** retail location with a government issued identification to reset the account password before access could be granted.  
  
  Records confirm that on February 25, 2022, ************** visited a local retail location and verified his ID.  *********************** retail staff contacted Mr. ****** TEX and processed a prepaid return label for the return of the 5G Home Internet Gateway.  Due to an inadvertent error, Mr. ****** ******* was not cancelled at the time of the retail visit.  As such the Mr. ****** account remained active and billed in accordance with the rate plan subscribed to.  As Mr. ****** account was enrolled in AutoPay, his billed charges were debited on March 13, 2022, April 13, 2022, and on May 9, 2022.  On April 21, 2022, the payments remitted on March 13, 2022, and April 13, 2022, were returned by Mr. ****** financial institution as unpaid.  On June 21, 2022, the May 9, 2022, payment was also returned unpaid.  On June 17, 2022, Mr. ****** account was suspended due to non-payment.  On August 1, 2022, Mr. ****** account was cancelled due to non-payment, and the account reflected a final balance of $210.95 for monthly recurring charges for ******* from March 23, 2022, through June 17, 2022, including applicable late fees and returned payment fees.
  
  T-Mobile has confirmed that ************** returned the 5G Home Internet Gateway and the Home Internet line of ******* had no usage thereafter.  To amicably resolve this matter, on August 10, 2022, T-Mobile issued a credit in the amount of $210.95 to Mr. ****** account, leaving it closed with a zero balance and therefore, ************** may disregard any further pre-collect notices.  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:08/02/2022

  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.

  We have been long time customers of T-Mobile, over eight years, and have been generally happy with our phone service. Unfortunately, we have had an issue with a broken telephone insurance claim in February that has made us extremely unhappy. We believe that the lack of resolution to this issue is certainly unfair, possibly unlawful and certainly rude and that the handling of the issue is a systemic policy or lack thereof by TMobile is problem that must be resolved, for us and for other consumers.The issue is a $519.67 charge for a phone that was sent to their broken phone insurance company "Assurant". Since we returned the phone we want that charge for the phone and any associated charges be immediately refunded to us, or credited to our account. The uploaded attached letter goes into detail of the issue.

  Business Response

  Date: 08/10/2022

   
  August 10, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      **** Kalous 
  Your File No. 17649438
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 2, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concern **************** may have regarding the account and we appreciate the opportunity to assist in this matter. T-Mobile records indicate on February 6, 2022, **************** contacted T-Mobile to report the Apple iPhone 6s Plus with the International Mobile Equipment Identity (IMEI) number ending in ****, used on the mobile number ending in ****, was physically damaged. As **************** is enrolled in the Protection 360 Tier 4 feature, he was referred to Assurant for an insurance claim. On February 7, 2022, **************** filed an insurance claim with Assurant and a replacement Apple iPhone 6s Plus with IMEI number ending in **** was shipped to ****************. We truly regret if **************** received defective devices from Assurant, which led to several handset orders. 
  
  Please be advised, T-Mobile records indicate on March 27, 2022, **************** mobile number ending in ****, started using an Apple iPhone 6s Plus with IMEI number ending in 3456.  
  
  Moreover, T-Mobile records do not indicate the damaged Apple iPhone 6s Plus was returned to T-Mobile or Assurant. Please be advised in each replacement handset box, a set of instructions are provided to inform the customer how to return their damaged equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time a claim is processed. Thus, on April 2, 2022, **************** was charged a non-return fee of $519.67.
  
  The billing statement dated April 2, 2022, was sent reflecting a balance of $768.48 due by April 22, 2022, for the monthly access charges from April 2, 2022, through May 1, 2022, equipment charges associated with an Apple iPhone 12, the non-return fee, taxes and fees. On April 18, 2022, **************** remitted a payment of $248.81, leaving a balance of $519.67. 
  
  On May 19, 2022, **************** contacted T-Mobile to dispute the non-return fee and assured the damaged Apple iPhone 6s Plus was returned. At this time, T-Mobile applied a collection hold on the account, to avoid service interruption. Subsequently, we engaged with Assurant and initiated an investigation to locate the device. 
  It should be noted, between May 19, 2022, and July 10, 2022, T-Mobile issued a total of seven collection holds to **************** account to avoid service interruptions, while he continued to remit his regular monthly payments for the monthly access charges, excluding the non-return fee. 
  
  Furthermore, regrettably, the damaged Apple iPhone 6s Plus was not located and as such, the non-return fee remained valid. That said, further collection holds were no longer approved.
  
  Thereafter, on July 19, 2022, the account was suspended for non-payment. As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee may be assessed. Therefore, when the account received a payment of $299.31 on July 19, 2022, and the account was reactivated, the account was assessed three $20.00 restore from suspension fees. 
  
  Furthermore, to amicably resolve this matter and as a gesture of goodwill to ****************, on August 10, 2022, T-Mobile credited the account $586.66, for the non-return fee and the restore from suspend fees. Please note, this credit updated the account with a credit balance of $268.13. 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. 
  
  ******* Romero  
  Executive Response
  
  

• Initial Complaint

  Date:08/02/2022

  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 June 28, 2022 I was using the tmobile app, as I am a year long current customer, and call customer service regarding a promotional deal that was addressed to me on my personal tmobile account. The promo was, upgrade to their magenta max ******** turn in a qualifying trade in, and recieve an upgrade with credit totalling $800 towards the purchase of a qualifying new device. This device happens to be the ******* galaxy s21+. I have bad credit, I come from an abusive 22 year marriage and I'm just learning to get on my feet again on my own with credit that I'm working so hard to rebuild. The customer rep was super nice. She said she would have the situation escalated, tell them the situation, and get this approved. Tmobile has a thing if you have bad credit you can make 12 on-time payments and after thst ot woukd show you are a good customer with them. I'm 27 days away from achieving this goal when all h*** breaks lose. The rep called me the next night after waiting to hear from her all night, and said it was in fact approved. She took my info for the new phone to be sent to me, info for my trade in and said I'd have the phone in 2 business days. 2 days later, when there was still no shipping label to track I called tmobile who said yeah looks like everything is a go, you'll be set up on a payment plan, ok, but then next night a supervisor calls and says you know you're paying for the phone. Umm yes indo know that. The phone came and now I have an $893 ****, no payment plan, my 12 ontime payments have now been forfeited due to this situation where in 27 more days i could've financed the phone per their 12 months good customer status. They have been nothing but hateful and rude to me. I'm trying to figure out what's happened with this *** no one ever has the same answer, you beg to speak to a supervisor and when you finally get one they belittle you *** make you feel stupid. I'm to turn in the phone or pay full price for the phone, not at all what I signed up for!

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***** *********************
  T-Mobile Account Holder: *********************
  Your File No. 17662044
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 2, 2022, regarding the above-referenced account.   T-Mobile has confirmed that ***** ********************* and ********************* are one and the same.
  
  T-Mobile regrets any concern ************** has regarding our Smartphone Equality program and her most recent upgrade, and we appreciate the opportunity to respond.  
  
  Some customers may benefit from a program called Smartphone Equality whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their **** on time for their current account for 12 consecutive months.  For a payment to be considered on-time, the payment must post to the applicable account within 48 hours of the original due date.  Payments posted after the 48-hour window will reset the monthly counter.
  
  Records reflect ****************** account was activated on July 22, 2021.  In accordance with the Smartphone Equality parameters, ************** would have qualified on her 13th month after 12 monthly on time payments, which would have been August 23, 2022. 
  
  On June 28, 2022, T-Mobile made an exception to the Smartphone Equality program for ************** and processed an Equipment Installment Plan (***) order for a ******* Galaxy S21+ handset. On that date ************** signed and agreed to the *** with a down payment of $717.24 plus taxes and 24 monthly payments of $3.45.  Please note, prior to the completion of an *** order, customers must provide an Electronic Signature (eSignature) which allows T-Mobile to electronically capture their acceptance of the *** Terms and Conditions.
  
  Regrettably, the well qualified pricing nor the trade-in requested were associated with this order.  As such, the down payment plus taxes were billed in full to ****************** account.  Please note, ************** requested to trade-in her ******* S20 FE toward our 2022 ******* Trade P30 promotion. 
  
  Beginning June 02, 2022, through July 06, 2022, as part of the 2022 ******* Trade P30 promotion, new and existing customers could get up to $600.00 off a ******* Galaxy S22 or other eligible ******* device (via one-time trade-in credit and Recurring Device Credits (RDC)) when they purchased it on an ***, traded-in a qualifying device, and had or moved to a qualifying rate plan.  As the above-referenced *** order was not fulfilled to Ms. ****** satisfaction, on August 1, 2022, her Team of Experts (TEX) initiated a return for the above-referenced handset. 
  
  Nevertheless, on August 9, 2022, our office applied a courtesy credit of $717.24 to ****************** account to fully resolve this matter.  ************** was advised that she may keep the above-referenced handset, and the *** will continue to **** monthly as agreed upon.  As of the date of this correspondence, the account reflects a balance of $128.58 and is qualified for Smartphone Equality going forward.  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. ****** recent contact with TEX.
  
  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:08/02/2022

  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 7/31/22 I changed my celluar carrier from T-Mobile to ***** In the process of activing my new service with **** it was determined that my fully paid for cell phone with T-Mobile that I was attempting to bring over to **** was locked and therefore unusable. A T-Mobile representive confirmed that it was locked and stated it would take ***** hours to unlock. That the process was started and they would contact me the following day to check in in progress. On 8/1/22 I did't hear from T-Mobile, called them back and was initally told that no request to unlock my phone had been made. When speaking with a superivor, I was told that the request had been made but it could take ***** hours (longer than the inital time frame provded). Again, I was told someone would follow up the next day about the status.It has now been 48 hours adn my phone is still locked and I have not heard form anyone.I either want my phone unlocked and compenstated for the days I was without service (but paying for it) or I would like them to overnight deliver an unlocked phone of equal or greater value to resolve this mistake on their part.I'm greatly concerned that now that I am no longer a customer, they do not have an incentive to unlock my phone and it may not every occur. I appreciate your assistance.

  Business Response

  Date: 08/09/2022

   
  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       ****************************
  Your File No. 17662075
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 2, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concern **************** may have regarding the account and we appreciate the opportunity to respond. T-Mobile records indicate that on July 31, 2022, **************** cancelled the account. This same date, **************** requested a Mobile Device Unlock (***) for an Apple iPhone 8 with the International Mobile Equipment Identity (IMEI) number ending in 3416. 
  
  Please note, MDUs are available for those devices that meet our eligibility requirements. Requirements to unlock equipment can be found on our website at https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy. A review of Ms. ******* account indicate the Apple iPhone 8 did not meet the requirements for the *** and as such, the request was not approved. 
  
  On August 1, 2022, **************** contacted T-Mobile regarding the *** request not being approved. At this time, T-Mobile issued a courtesy credit to the account in the amount of $70.00, updating the account balance to $86.21. Thereafter, on August 3, 2022, T-Mobile approved the *** and emailed **************** with the *** instructions needed to unlock the device. On August 4, 2022, **************** remitted the payment of $86.21, updating the account to a zero balance. 
  
  Furthermore, T-Mobile respectfully declines Ms. ******* request of receiving additional compensation. 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:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was going to switch to t mobile but i wanted to keep my number so they had to get a release from ***** i was on a 3 way call aprox. 2/10/22 i had just received my phones from tmobile when this call happened. att gave me the same deal as tmobile so i decided to stay with att. i told tmobile that i would send the phones back and i was going to stay with att!! the gentlemen on the phone said thats fine. i asked since i just started to switch over would there be any charges and he said no. i called the collection agency the end of july and they referred me to the attorney handling the case. i called the attorney and they hadn't even looked at the case., the attorney told me that tmobile shut my phones off on march 14th and i told her that was not when i had the 3 way call with tmoble and att, at which time i decided to stay with att. i had only had tmobile for a couple days.

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17661738
  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 Ms. ***** concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect that the account was activated on February 9, 2022, and cancelled on March 29, 2022, as the result of non-payment.  The total charges for this period of time were $216.10.  *********** requested to cancel service prior to this date, regretfully, T-Mobile records do not reflect that.  After unsuccessful attempts to collect on the outstanding balance, on May 18, 2022, the account was referred to an outside collection agency.  
  
  On August 11, 2022, in an effort to amicably resolve the matter, T-Mobile credited the balance of $216.10.  Additionally, 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 Ms. ***** credit report to reflect the change.  The account remains closed with a zero balance.  We regret any inconvenience to Ms. ************************************ 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