Complaints

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

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  VoiceStream Wireless, Inc.

  1 Concourse Pkwy Ste 500 Atlanta, GA 30328-5346

• 

  T-Mobile USA, Inc.

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

• 

  T-Mobile

  7741 Gateway Ln NW Ste 100 Concord, NC 28027-5412

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:08/02/2022

  Type:Customer Service 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 am upset, management was supposed to reach back out to me regarding a refund on me account. On my June 29th invoice there's an equipment charge for a cell phone case your customer service agent advised he will give to me for free due to inconveniences faced with T-Mobile. The ************** associated with the cell phone case was reflected on my June 29th statement. I immediately called customer service & a supervisor advised she will go back & listen to the call as well as apply a credit on my account for the ************** affiliated ($65.24). It is now ********** have not been credited back, I did not ask for the case it was given to me. If the customer service rep ******* me that is not my ****************************** needs to be held accountable for that. I am requesting T-Mobile go back & review the phone calls form me & the original customer service agent. I am also requesting a credit to my account for the charge ($65.24), you all ******** my checking account - I am set up on auto pay. The supervisor I spoke with promised to credit my account back the $65.24.

  Business Response

  Date: 08/08/2022

  August 8, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  T-Mobile Account Holder: ******* *********************
  Your File No. 17660875
  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.  Please be advised T-Mobile records indicate the account holder of record is ******* *********************, and we have determined that ************************* and ******* ********************* is the same person.
  
  T-Mobile regrets to hear of ************** concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect that on June 15, 2022, a Pelican Voyager Case for an Apple iPhone 12 Pro Max/13 Pro **** was purchased on the account, and the charges of $59.99, and $5.25 for applicable tax, totaling $65.24, were billed to the account, and appeared on a billing statement dated June 30, 2022.  T-Mobile records do not reflect this item was offered at no cost, however, on August 2, 2022, in an effort to amicably resolve the matter, a credit was issued to the account $65.24.  Upon speaking with **************, she advised us this satisfied her concerns.  The account remains active with a credit balance of $1.67.  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. 
  
  ***** May
  Executive Response

  Customer Answer

  Date: 08/08/2022

   
  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. Although, if T-Mobile actually went back & reviewed the calls per my request, they would have been able to hear the customer service agent (that had limited English) did indeed offer me the free phone case. I would have no reason to lie about that. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/02/2022

  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.

  On July 7, 2022, someone used my debit card information to fraudulently pay their T-Mobile **** in ****************. I live in **********. I contacted my bank to report my debit card information was stolen and they immediately cancelled my card and issued me a new one. Unfortunately, the charge cleared my account and I filed a fraud claim with my bank. The bank contacted T-Mobile twice, most recently on July 14, 2022, with the fraud claim and both times no one from T-Mobile responded to the fraud claim. I was told by my bank on July 28, 2022 to try and reach out to T-Mobile. During the first contact, the T-Mobile rep told me to go to Washington state to dispute the charge at the location where the transaction took place. I was then transferred to a rep who said he would email whoever it is in T-Mobile who handle fraud claims, but would not give me that department's name or contact information and the agent would not provide me with their information. The agent stated someone would contact me within 72 hours with a claim number; no one has contacted me. I attempted to follow up with T-Mobile again today, August 2, 2022, and the customer service representatives I spoke with had no idea about how to contact anyone internal to T-Mobile to look up my complaint and the supervisor said there was no one he could contact because I do not have a T-Mobile account. I would like T-Mobile to credit me back the $358.16 it is fraudulently holding on to.

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************************
  Your File No. 17660629
  
  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 file number.  
  
  T-Mobile regrets any concerns ************************** experienced regarding an unauthorized payment with his debit card, and we appreciate the opportunity to respond.
  
  As noted in Mr. ************ correspondence to your office, he does not have a T-Mobile account.  Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions.  ******** or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly.  Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams.  As such, ************************** was advised to dispute the charges with his bank.
  
  On August 9, 2022, our office spoke to ************************** and advised him of the above information.  T-Mobile sincerely regrets any inconvenience ************************** may have experienced. 
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
   
  ***************************
  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:08/02/2022

  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.

  I bought a cell phone at my local ******* on June 16, 2022. I returned it to ******* on June 17, 2022, less than 24 hours later. I changed my mind about purchasing this phone. I got a refund and was advised the money would be back in my bank account 2-3 business days. It was back in my account that same day. I never set up a PIN number or phone number for this phone. I cancelled my phone account on June 17, 2022 with T-Mobile via their 800 **************** number. I received a **** approximately 2 weeks later from T-Mobile for $101.63 for a closed out account on a phone I never used. I went to my local T-Mobile store to resolve this billing error. They advised me to call the **************** 800 number because the stores cannot resolve billing issues. I called the **************** 800 number approximately 6 times to resolve this with no success. They claimed I needed a PIN number to access the account. My paper **** has an account number on it. I gave that number to the **************** rep who claimed she could not access the account via the number they created! Finally, I received a letter from a collections agency demanding $62.49 in payment for this closed account. I have had NO success in trying to resolve this matter with T-Mobile despite numerous phone calls and visits to their stores.

  Business Response

  Date: 08/12/2022

   
  August 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ************ Shelton 
  Your File No. 17659856
  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 encountered regarding the account and we appreciate the opportunity to assist in this matter.  T-Mobile records indicate ****************** activated his account on May 16, 2022, with the mobile number ending in **** and enrolled to the Essentials 55+ rate plan, for a monthly cost of $45.00, plus applicable taxes.  We regret any confusion regarding the activation date of the account. 
  
  Please be advised, a T-Mobile Revvl handset was used on the account, and it was last used on May 16, 2022, which coincides with Mr. ******** statement of it being returned to ******* after 24 hours.  However, it should be noted, T-Mobile records do not indicate ****************** requested the account cancellation.  Therefore, the account remained active.  
  
  The billing statement dated May 17, 2022, was sent reflecting a balance of $52.49 due by June 9, 2022, for monthly access charges from May 17, 2022, through June 16, 2022, taxes, and fees.  The billing statement dated June 17, 2022, was sent reflecting a balance of $101.63 due by July 9, 2022, for the past due balance and monthly access charges from June 17, 2022, through July 16, 2022, taxes, and fees.  As the account remained past due, on June 21, 2022, the account was suspended for non-payment.  Subsequently, on July 6, 2022, the account was cancelled for non-payment.  Thus, the final billing statement dated July 17, 2022, was sent reflecting a balance $62.49 due by August 9, 2022.  This balance consisted of the past due balance and a credit of $39.14 for the mid cycle changes.
  
  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 Team of Experts (TEX) to gain access to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ********************** handset. If the customer is unable to receive the one-time PIN, he must visit a ********************** retail location with a government issued identification to reset the account password before access can be granted. 
  T-Mobile records indicate ****************** contacted T-Mobile on July 7, 2022, and on July 8, 2022, to dispute the account.  Regrettably, as ****************** was unable to verify the account, we were unable to further assist, and ****************** was referred to a T-Mobile store to reset the account password.
  
  Please be advised, Mr. ******** account was not referred to an outside collection agency and his account resides with T-Mobile.  Furthermore, to amicably resolve this matter, on August 9, 2022, T-Mobile credited Mr. ******** account the amount of $62.49, updating it with a zero balance.  T-Mobile regrets any inconvenience to ******************. 
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *********************
  Executive Response

• Initial Complaint

  Date:08/02/2022

  Type:Sales and Advertising 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 had originally agreed upon a $35 a month plan and the sales representative proceeded to try to get me to buy two more phones after I realized he lied and it was $160 A month and I messaged customer care and they told me that if I returned my phones that I would receive money for my service and my ********************************************************************* the first place that I had given them and they said yes and I had called multiple other times and it wasnt a problem until recently I hadnt received my phones so I was curious so I called the customer service manager and they told me that it wouldnt be possible to get my 12 pro*** because I had canceled my contract even though I didnt want that unless I was getting a refund I had specifically asked them before to not cancel my account if I couldnt get my return so now I just feel like Ive been scammed and Im not receiving the refund or my phone nor do I have my devices that I originally had because I returned three phones like they asked

  Business Response

  Date: 08/13/2022

  August 13, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  T-Mobile Account Holder: Aidane ******
  Your File No. 17659645
  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 **************** has experienced in regard to his above-referenced account and we appreciate the opportunity to respond.  It should be noted that **************** was previously a T-Mobile employee and while employed, was eligible for a 75% discount off his monthly recurring charges, which does not include feature or equipment charges.  
  
  On December 17, 2021, **************** applied for and activate the account with one line ending in **** that he ported-in from another provider.  The mobile line **** was subscribed to T-Mobiles Magenta *** rate plan with a monthly recurring cost of $90.00 with taxes and fees included.  **************** employee discount reduced his monthly recurring charges down to $22.50 per month prior to any add-ons.
  
  From September 17, 2021, through January 5, 2022, T-Mobile offered its 2021 Apple Trade P16 offer which provided new and existing customers up to $1,000.00 off the Apple iPhone 13, 13 Pro, 13 Pro **** 13 Mini, Apple iPhone 12, 12 Pro, 12 Pro **** or 12 Mini (via one-time trade-in credit and monthly recurring device credit (RDC)).  To qualify for this offer, customers were required to purchase an eligible device on *********************** Equipment Installment Plan (EIP), and trade-in a qualifying phone, while subscribed to an eligible rate plan.  
  
  On December 17, 2021, **************** qualified for took advantage of T-Mobiles EIP with the purchase of an Apple iPhone 13 Pro *** in which he agreed to ************************** the amount of $36.67.  At the time of purchase, **************** traded-in an Apple iPhone 12 Pro *** and received a fair market value trade-in credit in the amount of $485.00.  Please note that $89.60 of **************** trade-in value was applied towards his upfront charges due at activation for taxes on his new handset, and the remaining credit amount of $395.40 was applied as a one-time account credit, which covered his monthly billed charges until it was exhausted.  
  
  **************** was eligible for T-Mobiles 2021 Apple Trade P16 offer as he had activated a new mobile line subscribed to an eligible rate plan.  
  
  Please note the trade-in of a device within the retail store is a final transaction.  Pursuant to the agreement signed at the time of the trade-in, **************** agreed to terms which included statements such as:
  
  You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.
  
  Please be advised the above information applies even when cancellation of service is requested and processed within the purchased handsets return period.  T-Mobile retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program.  As such, although T-Mobile regrets any inconvenience to ****************, we are unable to return his Apple iPhone 12 Pro *** from as it is no longer in our possession. 
  
  On March 28, 2022, **************** added two new lines ending in **** and ****, updating his account to a total of three lines, and making him eligible for T-Mobiles 2022 Line On Us P2 offer which covered the monthly rate plan cost of the third line as a monthly **** credit.  
  
  At the time of activation of the new lines, **************** took advantage of T-Mobiles EIP with the purchase of an Apple iPhone 13 Pro *** for the mobile line **** in which **************** agreed to ************************** the amount of $45.84, and an Apple iPhone 13 for the mobile line **** in which **************** agreed to ************************** the amount of $33.34.  
  
  On March 28, 2022, **************** updated his rate plan from T-Mobiles Magenta *** single-line rate plan to T-Mobiles Magenta *** multi-line rate plan.  **************** had previously enrolled his account in AutoPay on December 20, 2021, making him eligible for an additional $5.00 discount per line.  As he was eligible for T-Mobiles 2022 Line on Us P2 offer, his monthly recurring charges totaled $35.00 after the applicable employee discount.
  
  On May 18, 2022, T-Mobile removed the 75% employee discount from **************** account as it has been identified that he was no longer employed by T-Mobile, thus increasing his monthly recurring cost to $140.00 applicable discounts.  It is T-Mobiles position that **************** was appropriately billed for his subscribed services and applicable discounts, and that he was not eligible to return any of his purchased devices.
  
  On July 18, 2022, **************** account was closed at his request and all three mobile lines were cancelled that day.  T-Mobile records do not reflect an offer of a reimbursement or the return of trade-ins.  As T-Mobile is no longer in possession of **************** trade-ins, T-Mobile respectfully declines his request to have the devices returned.  However, T-Mobile records do confirm that all three of **************** new Apple devices were received on July 27, 2022.  
  

  Nevertheless, in an effort to amicably resolve this matter, on August 9, 2022, T-Mobile issued a credit in the amount of $297.81 to **************** account, covering his balance due for service and monthly EIP installments for service from June 18, 2022, through August 17, 2022, leaving his account closed reflecting a zero balance.  T-Mobile also issued a credit in the amount of $2,389.89 for **************** remaining EIP balance owed for his devices which are outside of the return period.  Lastly, in a continued effort to resolve this matter in full, T-Mobile issued a prepaid debit card in the amount of $600.00 for **************** Apple iPhone 12 Pro *** trade-in value plus an additional $115.00 as a courtesy.  This refund will be mailed to the billing address on file.  T-Mobile asks that **************** allow up to ten business days from the date of this letter for receipt.  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: 08/18/2022

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

• Initial Complaint

  Date:08/02/2022

  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 11, 2022, my family decided to switch our cell phone service to T-Mobile. I ordered two new phones online. At the time of the order, while using the online chat, I was told that we would receive $700 towards the value of a new phone for switching over from another carrier along with a trade-in value of $400 per phone once they were turned in. I explained that our phones had minor cracks and was told that it didn't matter, we would still get $400 per phone. The new phones were delivered and activated. I tried to turn in our old phones at a T-Mobile store and was told we would receive $0 for trade-in due to the damage. I reached out on T-Mobile text on July 12th and explained that I was told that I would get $400/phone but was offered $0 in the store. I requested my original chat transcript but was told it wasn't accessible. A T-Mobile rep. looked into it and stated that I had received the $700 credit and that if I had the phones repaired by a 3rd party I could still get a $400/phone credit. I took the phones to a repair store to have the glass replaced and sent them to T-Mobile. I received confirmation that the phones were received and that a $75 credit per phone was added to my account. I contacted T-Mobile multiple times to inquire why I wasn't given the $400/phone trade-in value I was promised. I was told that I couldn't benefit from two promotional offers and that getting $400/phone would require them to activate an additional offer on my account. At no time was I told that I wouldn't receive the $400/phone until after I traded them in. I was encouraged to get them repaired and send them in for a $400 per phone credit. I would have kept the phones after repairing them or just not spent the money to have them repaired if I would have known I was only going to get $75 per phone. They were perfectly good phones prior to repair. I want my phones back or I need an additional $650 credit on my **** to get me to the $800 total I was promised for trade-in.

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************************
  Your File No. 17658827
  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 would like to welcome ************************** to the Un-carrier family, and we appreciate the opportunity to address his concerns.  T-Mobile records reflect that on June 12, 2022, ************************** purchased two Apple iPhone 13 Pro handsets on our Equipment Installment Plan, and attempted to participate in our 2022 Apple Trade P11 promotion.  This promotion was from May 26, 2022, through July 13, 2022, and offered an Apple iPhone 12 handset or Apple iPhone 13 handset on us, up to $800.00, via a one-time trade in credit and Recurring Device Credits (RDC) when purchasing on EIP, trading in a qualifying phone, and activating a new line of service.  It is important to note that trade in devices must power on, and be free from liquid or physical damage, to be eligible for trade in.  As. Mr. ************ devices had sustained physical damages, they were not qualified for trade in.  However, after repair, they were accepted for trade in on July 22, 2022, and the Fair Market Value (FMV) of these devices of $75.00 each was applied to the account.  The promotion would have first given a $75.00 credit to the account as a one-time trade in credit, and the remaining amount would be issued via RDCs to equal $800.00.
  
  In an effort to amicably resolve the matter, on August 11, 2022, T-Mobile issued an $800.00 credit to each of Mr. ************ **** for the two Apple iPhone 13 Pro handsets, reducing the balance on each to $116.65.  We regret any inconvenience to **************************. 
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. ************ contacts with us regarding the matter. 
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***** May  
  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 went into T-Mobile at ***************************************** a6 ************* ** 33437.My daughter had a brand new iPhone 12 and wanted the iPhone 13 pro for the bigger size. We were told it would only be 200 difference that we would pay. We tried to pay it while in the store but we were told we had to wait for them to send the new phone and us and for us to return the old phone to them. Well we were only given less then half the amount of the phone and it still shows we owe ****** to pay off her new phone. We were absolutely lied to in the store and if I didnt have a contract on 4 phones with them I would take all my 6 lines away from T-Mobile and find a company that doesnt lie and Leave me with a large balance

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      Melody ********* 
  T-Mobile Account Holder: **************************-*********
  Your File No. 17659442
  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.  Please be advised that Melody ********* and **************************-********* are one in the same. 
  
  T-Mobile regrets any concerns Ms. ********* may have experienced regarding her account. From September 17, 2021, through January 5, 2022, T-Mobile had the 2021 Apple Trade P16: Get the iPhone 13 Pro On Us w/ trade on Plus and MAX ***** offer where customers could get up to $1,000.00 off a qualified Apple handset via one time trade-in credit and monthly recurring device credits, when they purchased the new device using our Equipment Installment Plan (***), traded in a qualified handset, while subscribed to an eligible rate plan.  Please note, the value of the offer is determined by the make and model of the trade-in device.  Some models do not qualify for the maximum value of $1,000.00.  
  
  On October 11, 2021, Ms. ********* purchased an Apple iPhone 13 Pro *** using *** and agreed to 30 monthly installments of $36.67.  In addition, Ms. ********* processed a deferred trade-in for an Apple iPhone 12 128GB handset.  Please be advised, the Apple iPhone 12 128GB handset qualified for a total discount of $800.00 via trade-in credit and recurring device credits. 
  
  Furthermore, on October 27, 2021, upon receiving Ms. *********s trade-in handset, a one-time trade-in credit of $340.00 was applied to *** ID ****************** for a previously purchased Apple iPhone 12 Pro *** handset, leaving the device with a remaining balance of $668.31.  
  
  In addition, the account met all eligibility requirements for the offer mentioned above. therefore Ms. ********* has been receiving recurring device credits of $15.34 which will be applied over the 30-month *** period, as long as eligibility is maintained.  With the 30 monthly credits of $15.34 and the trade-in credit of $340.00, the account will receive the full promotional value of $800.00.  
  
  We apologize for any misunderstanding regarding the promotion.  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. *********s recent contact with our retail location. 
  
  It is T-Mobiles position the promotional offer was honored per the terms and conditions of the offer.  However, as a gesture of goodwill to amicably resolve this matter, on August 9, 2022, a credit of $340.00 was applied towards the *** balance of the Apple iPhone 13 Pro ***, leaving a remaining balance of $393.29.  It is important to note that Ms. ********* will continue to pay $36.67 per month for the handset until the remaining *** balance is paid in full and will continue to receive the reduced device credit of $15.34 until the 30 months is fulfilled.  T-Mobile regrets any inconvenience to Ms. *********. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *********************************
  Executive Response
  
  

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 17659442
  
  I am rejecting this response because:

   

  What t mobile says about the iPhone 13 makes sense but is not what we were told in the store. My daughter had a brand new iPhone 12 but wanted the bigger phone pro so we went to the store and they said with the promotion we would only need to pay 200 dollars, we wanted to pay it that day but they said we could not since the phone had to be ordered. 

  We only did the promotion on the iPhone 13 because we were told it would be 200 difference and that once we got the new phone and returned the old one we could then pay the  ******. 

  Well that was not true and we havent been able to just pay the ****** difference 

  We have 6 lines with T-Mobile and 3 of those lines has equipment and is exactly what we were told and expected when we go the phones on the promotion. 

  Only the iPhone 13 is the one we were lied to about. 

  At this point weve paid in more then the ******************** a contract for 9 more month which is not right. 

  Id like ********************** to make it right. 

  For all the problems and lies Id like tmoble to cancel all the contracts/equipment on my account so I can move on to another company 

  Thank you

  Melody Francisco 

  ************  

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

  Business Response

  Date: 11/08/2022

  
  
  
   
  November 8, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:     Melody Francisco
  T-Mobile Account Holder: **************************-Francisco
  Your File No. 17659442
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 31, 2022, 2022, regarding the above-referenced account. Please be advised that ********************** and ************************************ are one in the same. 
  T-Mobile regrets any additional concerns Ms. ********* may have regarding the matter. As previously mentioned in our correspondence dated August 12, 2022, from September 17, 2021, through January 5, 2022, T-Mobile had the 2021 Apple Trade P16: Get the iPhone 13 Pro On Us w/ trade on Plus and MAX ***** offer where customers could get up to $1,000.00 off a qualified Apple handset via one time trade-in credit and monthly recurring device credits, when they purchased the new device using our Equipment Installment Plan (***), traded in a qualified handset, while subscribed to an eligible rate plan.  Please note, the value of the offer is determined by the make and model of the trade-in device. Some models do not qualify for the maximum value of $1,000.00.  
  
  On October 11, 2021, Ms. ********* purchased an Apple iPhone 13 Pro *** using *** and agreed to 30 monthly installments of $36.67. In addition, Ms. ********* processed a deferred trade-in for an Apple iPhone 12 128GB handset.  Please be advised, the Apple iPhone 12 128GB handset qualified for a total discount of $800.00 via trade-in credit and recurring device credits. ********************** was unable to substantiate Ms. ********** claims she was advised she would only pay $200.00 for the handset.  
  
  On October 27, 2021, upon receiving Ms. ********** trade-in handset, a one-time trade-in credit of $340.00 was applied to *** ID ****************** for a previously purchased Apple iPhone 12 Pro *** handset, leaving the device with a remaining balance of $668.31.  
  
  In addition, the account met all eligibility requirements for the offer mentioned above. Therefore Ms. ********* has been receiving recurring device credits of $15.34 which will be applied over the 30-month *** period, as long as eligibility is maintained.  
  
  On August 9, 2022, as a gesture of goodwill and to amicably resolve the matter an additional credit of $340.00 was applied towards the *** balance of the Apple iPhone 13 Pro ***, leaving a remaining balance of $393.29. It is important to note that Ms. ********* will continue to pay $36.67 per month for the handset until the remaining *** balance is paid in full and will continue to receive the reduced device credit of $15.34 until the 30 months are fulfilled.  
  
  Please be advised with the 30 monthly credits of $15.34, trade-in credit of $340.00, and $340.00 courtesy credit mentioned above the account will receive a total of $1,140.00, which is more than the promotional offer provided. As such T-Mobile respectfully declines Ms. ********** request for additional compensation regarding the matter. T-Mobile regrets any inconvenience to Ms. ********** 
  
  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: 11/17/2022

   
  Complaint: 17659442
  
  I am rejecting this response because:
  It is still not what was said to us in the store by their employees!! 
  I have 4 phones with contract and trade in options but Im only disputing the one because it is the one that was not handled like we were told by tm  employees. T mobile can do and say what they like but we were lied to and that is the facts. I will never use T-Mobile again and will tell all my friends and family to avoid using them. It is very simple do what you say you will do and dont lie!! 
  Sincerely,
  
  **********************

• 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.

  In May of this year I switched carriers from T Mobile to Spectrum. Paying my final amount of about $83 which was my final ****. I had not been under contract with T Mobile, I was not under any payment plan; my **** was a month to month plan with 2 lines. In June I received a **** of ******. When I called they said it was the **** for the following month with no justification as to why it was different to my **** while transferring me multiple times when I asked to speak to a supervisor. I had no outstanding balance at the time which they will admit. I have just received a collection notice for this amount. I called again to contest these charges being shuffled again speaking to 3 people trying to get a supervisor after explaining the situation and giving my information to each of them. After saying that my charge was over $130 I asked the ********* where that number came from and she couldn't explain it. I had to ask her multiple times to make a notation on the account that it was being contested. Which is what the collection agency told me to do. Dishonest and disrespectful to try to steal money from people because they are no longer using your service. Now I am also having to contest this on my credit report. I have no intentions for paying for their dishonest business practices, especially after having paid for their service for more than 5 years.

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17659112
  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 that ************** has chosen a new service provider, and we appreciate the opportunity to address his concerns.  T-Mobile records reflect that ************** was subscribed to our **************** Business rate plan at a cost of $90.00 monthly for two mobile numbers.   Please be advised that customers who subscribe to this plan must verify their military status annually.  If customers do not re-verify, then they are moved from this plan.  Three notifications were sent to ************** reminding him to re-verify, and after failing to do so, on May 17, 2022, the account was moved to our Magenta Business rate plan at a cost of $130.00 monthly for two mobile numbers.  
  
  On May 25, 2022, the account was cancelled when ************** ported his mobile numbers to another service provider.  Please be advised that Mr. ****** billing cycle ran from the 17th of one month to the 16th of the following month.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, ************** was billed through June 16, 2022.  However, on August 8, 2022, as a gesture of goodwill, T-Mobile credited the balance on the account.  The account remains closed with a zero balance.  
  
  Finally, as the account was cancelled with a past-due balance, the account was placed in our pre-collection process.  While an account is in pre-collection, T-Mobile partners with a third-party collection agency to attempt to obtain payment and prevent further collection activity.  However, while acting in a pre-collection capacity, the third-party collection agency does not report the account negatively to the credit bureaus.  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. 
  
  ***** May
  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 am writing you regarding a problem that occurred at your Metro by T-Mobile at the ********************************************************************* location. On July 18th,2022 at 2:09 P.M , we purchased two new ******* Galaxy A 13 5G cellular phones from a sales person ****. Out of the two phones sold ,one was a refurbished. We contacted customer service manager on July ********** and explained the phone had many apps and limited storage space. We were advised to go back to the store that we purchased the phones and request a new one. ****** the store manager said that he would do a factory reset. We requested a new phone or a full refund on several attempts and were denied each time. The store refused to give us last names. We have been loyal customers since ************************************************************** a full refund.

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17658767
  Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated August 8, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets to hear of any concerns ************** may have experienced regarding her recent device upgrade, and we appreciate the opportunity to respond.  Please be advised, new device activations must be returned to the original store it was purchased at within 14 days of purchase.  However, it should be noted, device upgrades for existing customers are non-refundable and non-returnable, but may be covered by a limited manufacturers warranty, if applicable.  More information may be found here: https://www.metrobyt-mobile.com/support/return-policy.  
  
  Our records indicate on July 18, 2022, ************** purchased and activated a new ******* Galaxy A13 handset.  Please note that ************** was an existing Metro by T-Mobile customer and did not activate a new line of service.  
  
  On July 25, 2022, ************** contacted our ************* team to report that her device contained applications she had not downloaded, and the internal device storage was full as result.  ************** attempted to return the device to the store, believing it to be a refurbished handset.  Please note, our records do not indicate any prior activation associated with this devices IMEI number.  We have no evidence to suggest the device was pre-owned or refurbished.  ************** return was declined as the device purchased was an upgrade and not a new activation, and was therefore not eligible for return under our return policy.
  
  Our office spoke with ************** on July 30, 2022, concerning this matter.  To address ************** concerns, we directed her to contact ******* directly for warranty service on her new device and waived her device change fees to move her back to her previous handset while ******* reviews her equipment.  On August 8, 2022, we spoke with ************** again to reactivate her ******* Galaxy A13 handset once it was returned by *******.  ************** accepted this as resolution to her concerns regarding her handset.
  
  Please be assured Metro by 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 Metro by T-Mobile employee failed in any way to display that during ************** recent interaction with a Metro by T-Mobile authorized dealer retail location.  T-Mobile regrets any inconvenience to ***************
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office directly by calling **************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  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.

  I set up a free trial with T-Mobile for 5 G hone internet back in May, with the explicit guarantee from the sales representative that this would be absolutely free of charge if the device was returned and service cancelled within 14 days. Because the device did not work at my location, I started the cancellation process within three days and returned the device about 10 days after I received it. T-Mobile representatives confirmed that the account was cancelled and the device had been received by T-Mobile for return. I then received a **** for $70, followed by a **** for $48. For services that were never provided! When I called customer service, I spoke with a representative that confirmed the outstanding balance and "elevated" the issue, but assured me that I did not have to pay and this would be resolved. Since then, I have received a notice from a collections agency that I owe $118. Upon receipt of this notice, I responded to the collections agency (in writing, to Convergent Outsourcing) disputing the ****, and sent a letter to the customer service address in ***********, ** for T-Mobile. The T-Mobile acct. number associated with this is *********.

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17658965
  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 **************** has experienced regarding the above-referenced account, and we appreciate the opportunity to respond.  
  
  On May 19, 2022, **************** applied for and activated the above-referenced account with one Home Internet line of service ending in **** and subscribed to T-Mobiles $55.00 Home Internet rate plan and a Mobile Internet (MI) line ending in ****, which was subscribed to T-Mobiles $15.00 2GB Data rate plan for a total monthly recurring cost of $70.00 a month.  At the time of activation, **************** took advantage of T-Mobiles Equipment Installment Plan (***) with the purchase of a T10 Mobile Hotspot device for the MI line **** and she agreed to ************************** the amount of $3.75.  Please note that monthly *** installments are billed in addition to customers monthly recurring charges and if the account is ever canceled prior to the *** balance being completed, any remaining *** balance is immediately accelerated and becomes due on the final billing statement.  Ms. ******* activation and device purchase made her eligible for T-Mobiles 2021 Connected Device P21 promotion which offered new and existing customers a free MI device (via monthly Recurring Device Credits (RDC)) when they activated a new MI line of service and purchased an eligible device on *********************** ***.  
  
  T-Mobile is always working to improve its coverage, and we regret any service issues **************** *** have experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice.  T-Mobile has verified the address on Ms. ******* account and based on the coverage map, confirms her account address is in a little to no LTE and 5G coverage area receiving the best available network coverage and performance we offer in this location.  T-Mobile regrets any inconvenience to ****************.
  
  On June 1, 2022, **************** contacted her Team of Experts (TEX) to report service concerns and requested that her account be canceled, and a prepaid return label be provided for the return of her equipment.  Ms. ******* account was canceled that same day and a prepaid return label was generated for **************** to return her Home ************** 5G Gateway and her T10 Mobile Hotspot device.  ********************** records confirm that on June 10, 2022, both items were received via *** and on June 15, 2022, both devices were marked as returned.
  
  Ms. ******* monthly recurring charges were not credited in full at the time of cancelation and were prorated for service from May 20, 2022, through June 1, 2022, to an amount of $28.00.  Ms. ******* *** balance of $90.00 for her T10 Mobile Hotspot was also accelerated leaving her account reflecting a final balance due of $118.00.  It is important to note that T-Mobile offers all Home Internet Customers a 14 day return period should the service not meet their expectations, however, customers are still financially responsible for the prorated amount of time that their service was active. 
  
  As T-Mobile records confirm that both of Ms. ******* devices were received within a timely manner of her cancelation date, on August 9, 2022, T-Mobile issued a credit in the amount of $118.00 to Ms. ******* account leaving her account reflecting a zero balance.  We regret any inconvenience to ****************.
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***********************
  Executive Response
  
  

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17658965
  
  I am rejecting this response because: This response is acceptable to me IF these actions were taken, however I have not yet received (in writing, as requested) confirmation that the account balance is $0, and in fact received another reminder last week from the collections agency. 

  I understand these things take time but I would like to leave this matter open until I have received written confirmation of the account balance and the cancellation of collections on the account, plus the removal of this action so as not to impact my credit score.

  Once I receive these in the mail, I will respond here to close the matter. Thank you for your time.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  T-Mobile is not honoring what the store told us what are plan cost would be. We are a military family and we were told that we would get the Magenta ************ plan for $160.00 for 5 lines. We were also told that we would get 5 ******* Galaxy S22's due to their promotion and an additional 20% off our **** for life for setting up an account locally. This would place us at $128.00 taxes and fees included before insurance. First they did not put us in the Military plan even after providing the information requested and are not honoring the 20% additional discount for new local lines Second they charged my credit card almost 400 dollars, and charging us for a S22 Third I have been trying to get ahold of people to help me for several days now and no success and they went ahead and charged my card regardless. I have requested a supervisor multiple times and I never get a call back or response or Im left on hold for over an hour

  Business Response

  Date: 08/12/2022

   
  August 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *****************************************
  T-Mobile Account Holder: ************************* *** 
  Your File No. 17658996
  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.  The account holder of record is ************************* *** who has designated ***************************************** as an authorized party on the account.     
  
  T-Mobile regrets any concerns to Mr. ********* experienced regarding the above-referenced account, and we appreciate the opportunity to assist him.  On July 30, 2022, ****************** activated the above account with five voice lines of service, subscribed to our Magenta ************ rate plan.  Please note, as a result of an inadvertent administrative error, each mobile line was activated on an individual Magenta ************ rate plan at the monthly cost of $75.00 for each line.  ****************** subscribed to our optional Protection 360 insurance on two voice lines of service at the monthly cost of $18.00 plus taxes for each line.  
  
  At the time of activation, ****************** used our Equipment Installment Plan (EIP) to purchase four ******* Galaxy S22 handsets.  ****************** was not required to remit a down payment, and he agreed to ************************** the amount of $33.34 per handset, with the 24th and final installment for each handset being $33.17.  Mr. ******** above purchase qualified for our 2022 ******* Activate P3 promotion, and as such, each ******* Galaxy S22 handset EIP began receiving monthly credits in the amount of $33.34, making them no cost to ******************.  
  
  The billing statement dated July 31, 2022, reflected a balance owed in the amount of $354.57.  The billing statement included monthly access charges, taxes, and fees for the billing period of July 31, 2022, through August 30, 2022.  Payment for this balance was due July 21, 2022.  On July 31, 2022, the rate plan was changed to our Magenta ************ family rate plan at the monthly cost of $185.00 with taxes included.  With enrollment in AutoPay, the account received a monthly discount in the amount of $5.00 per line of service, reducing the monthly rate plan cost to $160.00.        
  
  On August 2, 2022, ****************** remitted a payment in the amount of $354.57, reducing the account balance to zero at that time.  On August 3, 2022, ****************** disputed the payment amount indicated above, and T-Mobile issued a refund in the amount of $354.57 to Mr. ******** stored payment method.  As a result of the refund, the amount of $354.57 was applied to the account as a balance due.    
  
  On August 3, 2022, ****************** purchased an additional ******* Galaxy S22 handset on an EIP, at which time he remitted a down payment in the amount of $266.59 plus taxes and agreed to ************************** the amount of $22.23 with the 24th and final installment being $22.11.  ****************** qualified for our 2022 ******* Trade P25 promotion and began receiving monthly credits in the amount of $16.67, reducing the monthly EIP $5.56. 
  
  Please note, after the rate plan was corrected on the account and the above handset was purchased, the monthly charges were estimated to be $201.56 plus taxes for the Protection 360 feature.  The estimated charges include $160.00 for the Magenta ************ family rate plan, $36.00 plus taxes for Protection 360 on two voice lines of service, and $5.56 for the monthly EIP.  
     
  On August 4, 2022, and August 6, 2022, T-Mobile applied multiple credits totaling $171.24, reducing the account balance to $183.33.  The credits were applied as a result of the inadvertent rate plan error that occurred at the time of activation.  With regards to Mr. ********* concerns regarding a 20% discount he was offered, after review, it is documented in the account that he indicated he was offered a 20% Insider Hookup discount.  Please note, the 20% Insider Hookup discount is not compatible with the Magenta ************ rate plan.  T-Mobile regrets any inconvenience to Mr. *********.       
  
  Please be assured that T-Mobile makes every effort to be professional and courteous to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. ********* recent contact with our Team of Experts (TEX).  
  
  In an effort to amicably resolve this matter, on August 11, 2022, T-Mobile changed the rate plan on the above account to our **************** rate plan at the monthly cost of $110.00 with taxes included.  Additionally, a refund was issued to Mr. ********* in the amount of $266.59 plus taxes for the down payment associated with the August 3, 2022, ******* Galaxy S22 handset purchase.  Finally, a one-time **** credit in the amount of $29.87 was issued to the above account, reducing the balance owed to $153.46.  Moving forwards, the monthly charges on the account are estimated to be $151.56 plus taxes for Protection 360, and include $110.00 for our **************** rate plan, $36.00 plus taxes for Protection 360, and $5.56 for monthly EIP.  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. 
  
  ***** Rivas 
  Executive Response

  Customer Answer

  Date: 08/13/2022

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