Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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Complaints

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

Customer Complaints Summary

27,462 total complaints in the last 3 years.
8,060 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/31/2022
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 being billed for a service T Mobile was unable to establish. I signed up for a 5G gateway home internet. I was sold on a straight $50 a month and a $50 dollar rebate for the first month of service by using their mobile apps. I was given the device and was instructed to install the apps on my phone and that it would take 24 hours for me to be able to create the accounts on the apps. Within that 24 hours I received an email from T Mobile with a link to finish setting up my account. I went through the process of creating a user name and password. when I would submit it I would get an ERROR stating they do not recognize my email even though its the very one they sent the link to. Called customer service who can't help unless I give my established PIN that I can't create because I can't register the account. Multiple calls have had no success. I have since returned the unit and canceled the service after a week of headaches with customer service that can't seem to fix this bizarre issue. Now my headaches are with their collections department that can't resolve the problem of sending bills in the mail and automated calls for collections of past due accounts for an account that was never established. Now I am worried this will end up on my credit if I don't pay them for what they couldn't do. Their automated system boasts that each customer has their own team of experts that can resolve any problem. NOT!!!!
Business Response
Date: 08/12/2022
August 12,2022

FILED ELECTRONICALLY

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

            Re:                  *********************
                        Your File No. 17650027
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 31, 2022,regarding the above-referenced account.

T-Mobile regrets any inconvenience ****************** has experienced regarding the setup of his online account and rebate and we appreciate the opportunity to review and address his concerns.

T-Mobile records show ****************** activated services on June 14, 2022, and was subscribed to our T-Mobile Home Internet rate plan for $50.00 per month after AutoPay discount. AutoPay is a no-cost feature that automatically deducts the balance owed on the account up to three days prior to the associated account due date using a stored payment method provided by the customer. ****************** was provided an *** Wi-Fi Gateway device at activation to utilize the service. However, it should be noted that the *** Wi-Fi Gateway equipment remains T-Mobile property and if not returned in an acceptable working condition upon cancelation of service, the account may be assessed a non-return fee of up to $370.00 plus applicable taxes and fees.

At the time of ****************** activation, T-Mobile offered our Activate T-Mobile Home Internet and Get $50 Back promotion. This promotion allowed customers to get a $50.00 virtual prepaid Mastercard when they activated a new T-Mobile Home Internet line on an eligible rate plan and registered online at promotion.t-mobile.com. Unfortunately,we show no record of Mr. ****** submitting for the promotional rebate.

On June 15, 2022, ***************** contact his Team of ***********) regarding his online account set up concerns. Please note it may take up to 24 hours after an order is shipped, for an online account to be created. At that time, we recommend ****************** to attempt to set up his online account once his Gateway was delivered.

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 ****************** activation process.

On June 19, 2022,****************** requested a return label for his Gateway, however, since he was unable to remember his passcode, we referred him to the store to reset the passcode, so he could verify into his account and cancelation could be granted. 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. Because ****************** did not have a device to accept a verification text 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.

On July 14, 2022,****************** called his TEX and again was referred to his local store to reset the passcode to access his account, however, he declined to go to the store.Due to non-payment, the account was suspended on July 18, 2022, and was ultimately canceled on August 3, 2022, due to non-payment.

On August 11, 2022,our office reviewed ****************** account and concerns and was able to determine that since he made attempts to cancel his services, we would adjust the account service charges in full. Please note we credited two months of charges totaling $115.04. At the time of cancelation, the return *** tracking label was provided to ***************** via email so he may return the Gateway device back free of charge. As of the date of this letter, we have no records of *** tracking number 1Z0545229090677265 being scanned in or used yet. Please note ****************** has 45 days from August 3, 2022, to return the Gateway, before the non-return fee is charged to the account. Should ***************** have any concerns regarding the return process, we ask that he contact his TEX at ************ or our office at the number below. T-Mobile regrets any inconveniences this matter has caused.

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

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

Very truly yours,

T-MOBILE ***,INC.

*********************
Executive Response
Customer Answer
Date: 08/14/2022

Complaint: 17650027

I am rejecting this response because:

Service was requested on 06/14/2022 at the T mobile store and most of the plan details in their response mirror what was sold to me. This is the point their response goes nearly fictional. At this time, I was given the device at the store. It was not ordered and shipped to me.
No PIN or pass code was ever established in the first place. As instructed by their sales team in the store, everything that I needed to do was to be completed in the APPs. As the initial complaint stated I could not complete this due to a problem with their apps not recognizing my email even though their system sent the link to my email to continue set up. This includes being able to apply for the rebate and set auto pay for the price as advertised.
Call #1 on 06/15/2022 was almost an hour of them trying to find out how to get it to work. After several attempts with no success their only suggestion was to wait an additional 3 days. Not go to the store to prove right to access.
Call #2 on 06/19/2022 was another 30 minutes that again yielded nothing more than a suggestion to wait another 7 days and try again. I had already waited 4 days instead of the 3 they had suggested. There was no suggestion of setting up my account do to that being the problem I am having and the entire reason for calling customer service. They made no suggestion of going to the store
On 06/19/2022 after the call to customer service, I decided that due to what ever their system problem is, I had enough headache with this and did not want to continue. I took the device back to the ********************** store to return it and cancel my service. The Team member then called to cancel my service and informed me that I was required to ship it back. I was told that I would need to request the shipping label from my account access. Again, I do not have account access and stated this is the entire reason for canceling the service. The team member canceling the service requested the return label while on the phone and printed out the return shipping label. *** was already closed.
On 06/20/2022 I took the UNUSED device in it's original packaging securely sealed with the shipping label provided by T Mobile attached to it to the *** shipping center. Tracking # 1Z9E86E79039598240 . According to *** Tracking report it was billed on 06/19/2022 and was received on 06/21/2022 in **********, **. Their response clearly ****** more than once they have not received the device back.

Late **** early July I received a bill from T Mobile for the amount of $55.00 The billing period for this bill states: Jun 14, 2022- Jun 14, 2022. I called customer service asking why am I being billed for a cancelled service they couldn't provide. This is when they started really practicing their "Account Security" stating they need my PIN to open the account. Once again I can't give them something that was never established. The service had already been canceled and was told by the Team member at the store that they would credit the account and not be billed.
ON 07/14/2022 is when T Mobile started initiating phone calls with their automated system and letters requesting payments. Going through the automated system to speak to a representative they take it as if I am calling them. Once again they request non existing information to be able to resolve the issue. This is where they finally request that I return to the store to prove who I am to resolve the issue. It is not necessary for me to return to the store because I have already cancelled the service and been told that I would not be billed and returned the device. They admit to several attempts to cancel the service in their response but are not able to do so.
After several of these letters including a second bill for $115.04 for the billing period of Jun 15,2022 - Jul 14, 2022 obviously implies they never cancelled the service are billing me for one day of a billing period that you cant use for that 24 hour period as mentioned in their response. I had requested that they stop the harassing phone calls while I am at work that did not stop until I filed the complaint with the BBB. Since that day I had received a few more letters and one with the indication they would file on my credit report if I did not pay them.
Shortly after the filing of the complaint, I received a voice mail from a woman named ****, stating that I had filed a complaint regarding a "Metro" account and that I was having difficulties with internet access. I returned her call only to get voicemail. I left her a message stating my name and phone number and that the complaint was with a T Mobile account not a Metro account. She never returned my call and 2 days later I received an email that she was partnering with someone that handled T ***** accounts and that I would hear from them shortly. I never heard from them either, just got the notification from the BBB that there is a message regarding my complaint.
In closing, T Mobile has received their device nearly 2 months ago. They clearly have issues to address within their business structure including accountability. They should be required to not boast that their team of experts can resolve any issues because that is clearly not true.

Sincerely,

*********************
Business Response
Date: 08/23/2022

August 23, 2022

FILED ELECTRONICALLY

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

Re: *******************;
Your File No. 17650027
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 19, 2022, regarding the above-referenced account.

T-Mobile regrets any continued concerns ****************** may have experienced regarding the account. Please note T-Mobile takes account security seriously. T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by 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. We apologize if ****************** was not properly set up with a PIN at the time of activation. If ****************** was unable to receive a one-time PIN he would have been required to visit a T-Mobile retail location with a government-issued identification to reset the account password before access can be granted.

As previously mentioned in our correspondence dated August 12, 2022, our records show on June 14, 2022, ****************** activated a T-Mobile Home Internet line ending in **** at which time he was provided with Gateway device. On June 19, 2022, ****************** requested a return label for his Gateway, however, our records indicate that he was unable to verify the account PIN, therefore, we referred him to a retail store to reset the passcode, and gain access to the account.

On July 14, 2022, ****************** called his TEX and again was referred to his local store to reset the passcode to access his account. Due to non-payment, the account was suspended on July 18, 2022, and was ultimately canceled on August 3, 2022, due to continued non-payment.
On August 11, 2022, our office reviewed ****************** account and concerns, and we credited the full account balance of $115.04. Please be advised the account reflects no payments made by ****************** and currently shows canceled with a zero balance.

As of the date of this additional correspondence T-Mobile reviewed the tracking number 1Z9E86E79039598240 provided by ****************** and found that it shows delivered on June 21, 2022. We also confirmed the Gateway device was received at the T-Mobile warehouse.

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 our retail location, Team of Experts (TEX) and Executive Response Team.

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

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

Very truly yours,

T-MOBILE USA, INC.

*********************************
Executive Response
Customer Answer
Date: 09/01/2022

Complaint: 17650027

I am rejecting this response because: I will not address the inaccuracies with further back and forth. Clearly it has become an issue of which one of us is more stubborn He said / They said type situation. I am requesting the complaint remain open until I receive correspondence from the collection agency they ultimately sent this account to. Until then, the complaint is not resolved.

Sincerely,

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

September 9, 2022

FILED ELECTRONICALLY

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

Re: *******************;
Your File No. 17650027
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 1, 2022, regarding the above-referenced account.

T-Mobile regrets any continued concerns ****************** may have experienced regarding the account. As of August 3, 2022, ****************** account remains closed and as of August 11, 2022, his account has remained closed reflecting a zero balance. ****************** final billing statement reflecting that his account has been closed with a zero balance will generate after September 15, 2022 and will be mailed to the address on file. Please note ****************** account was not referred to an outside collection agency. T-Mobile confirms to be in receipt of ****************** Gateway modem and regrets any inconvenience to him.

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

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

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Customer Answer
Date: 09/14/2022

Complaint: 17650027

I am rejecting this response because: As stated in the last response, Until I receive a response from the collection agency that the "debt" has been satisfied, the complaint has not been resolved. Regardless of T Mobile's records of a zero balance it still went to a third party collections.

Sincerely,

*********************
Initial Complaint
Date:07/31/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was completely misled by T-Mobile when I opened my account. I opened my account with the understanding that I would qualify for the first responder discount and the T-Mobile iPhone 13 mini on ** by establishing a new business line. I am a first responder as a member of CAP, the **** Auxiliary, which handles health, search and rescue, and emergency response. Once I got home, I found out that I had been put on the wrong plan and that my credits on the installment plan had not been added and that I was not put on the correct plan. Now I am being told I have to pick wether I want my first responder discount or phone. I am essentially penalized and not given the deal as promised. This is not right.
Business Response
Date: 08/11/2022
August 11, 2022

FILED ELECTRONICALLY

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

Re: ******* Moates
Your File No. 17649940
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns **************** experienced regarding his rate plan and a device promotion. On July 30, 2022, **************** activated the above-referenced account and subscribed to our Magenta 1st Responder rate plan for $60.00 per month for one line of service. **************** enrolled in AutoPay and therefore, receives a monthly discount on his rate plan while maintaining enrollment. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer. ********************** records do not indicate **************** account subscribed to another rate plan since activation.

Upon activation, **************** purchased an Apple iPhone 13 Mini device on *********************** Equipment Installment Plan (EIP). **************** was asked to remit a down payment in the amount of $144.00 and agree to a series of ************************** the amount of $23.17. Beginning January 7, 2022, for a limited time, T-Mobile is offering customers a $700.00 discount on an Apple iPhone 13 Mini device when the device is purchased on EIP and the account subscribes to our Business Unlimited Ultimate or Business Unlimited Ultimate *** rate plan. The offer is fulfilled by monthly Recurring Device Credits (RDC). As **************** did not subscribe to a Business Unlimited Ultimate or Business Unlimited Ultimate *** rate plan, he does not qualify for the promotion. Regrettably, the T-Mobile 1st Responder rate plan does not qualify for this promotion. **************** has the option of changing his rate plan to a qualifying rate plan and will begin receiving the monthly recurring device credits.

Upon speaking with **************** on August 9, 2022, and in an effort to amicably resolve this matter, T-Mobile agreed to issue a credit of $144.00 toward the account for the above-mentioned down payment and credited $555.99 toward the remaining EIP balance EIP balance for the above-mentioned Apple iPhone 13 Mini device. **************** account remains active with a credit balance of $84.00. T-Mobile regrets any inconvenience to ****************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Customer Answer
Date: 08/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you!

Sincerely,

***************************
Initial Complaint
Date:07/31/2022
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.
Received a **** for services I never received from T-Mobile fora mobile account that I never created. Call and try to talk to customer service and get abosoluty no where. Just put on hold forever. Made 3 phone calls to them today 7/31/2022 and was put on hold to never have a representative come back on the line any of the times. they want me to pay ****** for service I never authorized or received from them on what appears to be 2 mobile lines. Have had issues in the past with them when I tried to switch over to their internet service and it wouldn't work in my area. fought with them for several months, to get the **** canceled as in this case they failed to provide a service that I did pay for this time around but they could not provide. the account in concern this time is *********
Business Response
Date: 08/10/2022
August 10, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17649922
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 1, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ************************ may have experienced regarding billing. Individuals who choose to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal credit. The credit check provides information about what T-Mobile can offer that individual for services and financing terms.

T-Mobile records confirm that on May 21, 2022, ************************ inquired about services and provided his personal information. That same day, the above-referenced account was activated and subscribed to the $150.00 Magenta *** two-line plan for mobile numbers ending in **** and 9362. Mr. ********** billing cycle ran from the 22nd of one month through the 21st of the following month, with a due date of the 14th of every month.

As there were no payments remitted on the account on June 26, 2022, the account was suspended for non-payment. On July 8, 2022, T-Mobile cancelled the account. At the time of cancellation, Mr. *********** account reflected a past due balance of $307.84 for unpaid monthly recurring charges, taxes, and fees. The final billing statement dated July 22, 2022, generated with a balance of $182.84 due August 14, 2022, which consisted of a past due balance of $307.84 and prorated service credits of $125.00.

To resolve this matter, on August 9, 2022, our **************** issued a one-time credit of $182.84, leaving the account with a zero balance. Please be advised that the account remains closed with a zero balance. We regret any inconvenience to ************************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response
Initial Complaint
Date:07/31/2022
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.
Account #********* I was having issues with my T-Mobile home internet disconnecting at some intervals. To try to resolve them, tech support sent me an updated modem and a label to send back my old current unit back to them. When I received and the new modem tried to activate modem it was not working at all. Since my old modem was working most of the time and because I had already spent a ton of time dealing with this and didn't want to try to spend more time resolving the new non-working modem, I (together with the customer support person I was speaking to at the time) decided that it would be easiest for me to send back the new modem that they sent me and keep my old modem. I used the label provided by T-Mobile to send back the new modem that was sent out to me. A month later I receive a charge of $392.20 for non-returned equipment. I tried calling T-Mobile and they said that they would research the issue, but it has been over a week and I still have not received a refund. I used the exact label sent to me by T-Mobile and followed the instructions of their tech-support to send back my new non-working modem, so I would like an immediate refund of this fee. Thank you.
Business Response
Date: 08/11/2022

August 11, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17649811
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 2022, regarding the above-referenced account.

T-Mobile regrets any inconvenience **************** has experienced regarding her ********************** and we appreciate the opportunity to review and address her concerns. T-Mobile records confirm **************** is subscribed to our T-Mobile Home Internet rate plan at %***** monthly with the line of service ending in 6342. With enrollment in AutoPay, the line of service receives a monthly discount in the amount of $5.00. AutoPay is a no-cost feature that automatically deducts the balance owed on the account up to three days prior to the associated account due date using a stored payment method provided by the customer.

At the time of activation, **************** was provided an *** Wi-Fi Gateway device at no cost to her to utilize the service. However, it should be noted that the *** Wi-Fi Gateway equipment remains T-Mobile property and if not returned in an acceptable working condition upon cancelation of service, the account may be assessed a non-return fee of up to $370.00 plus applicable taxes and fees.

On May 31, 2021, **************** contacted our Team of Experts (TEX) regarding coverage concerns. After completing applicable troubleshooting, an exchange was processed for her Gateway. Once an exchange is processed, a prepaid *** label is provided for the return of the Gateway device, and is associated with the International Mobile Equipment Identifier (IMEI) being returned to T-Mobile. **************** indicated the replacement Gateway was not working, and sent back the replacement Gateway as a result. As such, as the original IMEI was not received. Therefore, on July 2, 2022, the account was assessed a non-return fee of $370.00 plus taxes.

On July 21, 2022, for a payment in the amount of $442.20 was remitted via AutoPay for the monthly recurring charges, non-return fee, and applicable taxes. On August 5, 2022, **************** contacted TEX to dispute the non-return fee. At that time, TEX issued a refund for a portion of the $442.20 payment, in the amount of $392.20 for the non-return fee and taxes, to the original payment method. As a result, the refund amount of $392.20 was returned to the account balance.

Please note that T-Mobile Home Internet eligibility is determined at the household level. Household eligibility is based on network capacity and performance, which is always improving. Customers may also check their address to determine service availability at this website http://www.t-mobile.com/ISP. Upon review of the expected level of coverage at the billing address on record, T-Mobile Home Internet is not yet available at the address provided, therefore coverage may not be sufficient at the address in question. If **************** chooses to continue using T-Mobile Home Internet, she is understanding that the coverage she is currently experiencing is the expected level of coverage for her home address.

On August 9, 2022, T-Mobile confirmed the replacement device for the above exchange was received in place of the original device. As such, on August 9, 2022, T-Mobile applied a one-time credit in the amount of $392.20 to the account for the non-return fee and taxes, which reduced the balance owed at that time to $50.00, which will be automatically remitted via AutoPay on August 21, 2022. 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: 08/16/2022

Complaint: 17649811

Thank you for your attention to this matter. I was told that the refund would be put back onto my credit card, however it looks like they only applied it to my account. Can you please have this put onto my credit card like the representative had said?

Sincerely,

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

FILED ELECTRONICALLY

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

Re:      *********************
Your File No. 17649811
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 16, 2022,regarding the above-referenced account.

T-Mobile regrets any continued concerns *************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. As indicated in our prior correspondence to your office, on May 31, 2021, T-Mobile provided **************** a replacement LTE Wi-Fi Gateway using our Exchange Program. On July 2, 2022, the account was billed a non-return fee of $392.20 including taxes as we did not receive the original device back to our warehouse. The July 3, 2022, billing statement reflected a balance of $442.20 which included monthly recurring services and the non-return fee from July 3, 2022, through August 2, 2022, which was paid on July 21, 2022, using AutoPay. On August 5, 2022,**************** was refunded for a portion of the $442.20 payment, in the amount of $392.20 for the non-return fee including taxes, to the original payment method.

As a result, the refund amount of $392.20 was returned to the account balance, updating the balance to $442.20. T-Mobile encourages **************** to contact her financial institution regarding the receipt of the refund as it would have been deposited with three business days from the issuing date.

On August 9, 2022, we issued an account credit of $392.20, updating the balance to $50.00, that was paid on August 21, 2022,using AutoPay, revising the balance to zero. As **************** was refunded $392.20 on August 5, 2022, to the original payment method, she would not have been refunded to her credit card for the credit provided to her on August 9, 2022. T-Mobile regrets any inconvenience to ***************.

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

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

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Customer Answer
Date: 08/31/2022

Complaint: 17649811

I am rejecting this response because:

Customer support told me I would refunded to my credit card. I don't want to have a year's worth of credit on my account. I did not authorize this charge.
Also I am a man, not "Ms." *******************************************************************
Business Response
Date: 09/08/2022

September 8, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17649811
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 31, 2022, regarding the above-referenced account.

T-Mobile regrets any continued concerns **************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. Further, we sincerely regret our misuse of pronouns on our previous response to your office.

Upon review our Mr. ******* account, his payment was refunded back to his originating payment method and his account does not have a credit balance. As indicated in our prior correspondence to your office, on August 5, 2022, **************** was refunded $392.20 for the non-return fee including taxes, leaving an account balance of $50.00. The balance was paid on August 21, 2022, using AutoPay, updating the balance to zero. Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. ******* recent contact with his Team of Experts (TEX).

On September 7, 2022, our office reached out and spoke to ***************** We confirmed the refund and credit to offset the charge and we are happy to report he had no further concerns. T-Mobile regrets any inconvenience to *****************

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

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

Very truly yours,

T-MOBILE USA, INC.

********************;
Executive Response

Customer Answer
Date: 09/16/2022

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:07/31/2022
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 4/23/2022 (saturday) i contacted t-mobile which is close to where i live i told the rep what was going on so i went spoke to rep told him i was having issues with my current blu advance phone from the old company (free phone)wanted to see if i could use the phone and find a very inexpensive plan found out phone was locked he then directed me to check target i then purchased another compatible phone a blu c5L it was late when i returned so he used the sim card from old phone so i could have some type of service. i returned to store on 4/24/2022 (sunday) purchased a sim card also chose a new phone number and set up the account when i chose the phone number i had no idea it was still attached to someone else/***********************) until late may i went to t-mobile on 5 21 22 paid for service while there told the rep that the phone# was still attached to another person was told to call cust service in which i did while in the store told them what was going on i was then told to choose name for ID caller told them ************** i was told it would take 72hrs for the change said ok few days later i noticed that it was still not change i called way after the 72 hours that was the end of may 2022 explained it was not fixed told another 72hrs was needed and it would be fixed this time well it was not so this is why I'm here i have also attached a log in which i would call my home phone from my cell that way i could see if they had changed the caller id cant retrieve info from my phones or txt i have received this is why I'm doing a attachment i also explained numerous times that it is causing issues when i call people and told they either didn't recognize the number or the name also when it just says unavailable and even not available when someone calls me if i do not recognize the number or unavailable i don't even answer on june 3rd i received a phone call she told me that i could not use my name per the engineering **** i could change it to either tmobile or wireless still not done
Business Response
Date: 08/10/2022

August 10, 2022

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 17616235
T-Mobile Prepaid No. XXX-XXX-0774

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 2022, regarding the above-referenced prepaid number.

T-Mobile regrets any concerns **************** may have with regards to the name displayed on her outgoing caller ID and any inconvenience this has caused. T-Mobile appreciates the opportunity to address this matter. Records confirmed on April 24, 2022, **************** activated the above number on a T-Mobile monthly prepaid account. Please note, T-Mobile sets all prepaid caller IDs to reflect T-Mobile Wireless. On May 21, 2022, **************** contacted her Team of Experts (TEX) to report her caller ID displaying the incorrect name. As such, T-Mobile engaged our support teams for resolution and on June 30, 2022, T-Mobile found that Ms. ******* account was not properly provisioned for caller ID services. As such, T-Mobile added the appropriate caller ID feature to Ms. ******* prepaid number and on August 3, 2022, T-Mobile was able to successfully update the caller ID display name to T-Mobile Wireless, for the prepaid number listed above.

As a courtesy to ****************, on June 23, 2022, T-Mobile also applied an account credit of $15.00 to her prepaid account which covered one month of service for the $15.00 Connect by Tmobile Unlimited Talk & Text with 3GB Data rate plan that **************** is currently subscribed to.

Please note we have no record of **************** contacting us with unresolved concerns regarding her caller ID after August 3, 2022, which was the date T-Mobile successfully updated the caller ID associated with her account. It is important that if **************** continues to experience any concerns with her caller ID, that she provides TEX details of the problem. Please note this information will be critical to our ability to evaluate and troubleshoot any unresolved caller ID concerns. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. T-Mobile regrets any inconvenience to *****************

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

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

Very truly yours,

T-MOBILE USA, INC.

************************;
Executive Response
Customer Answer
Date: 08/10/2022

Complaint: 17616235

I am rejecting this response because: there is nothing fixed i been calling you people for over 4 months since i requested it be changed on 5/21/2022 on june 3rd you people called me telling me it can not be changed to my name but could be changed to either tmobile or wireless then i was giving a credit again another 72 hours week later still not changed every week i called you people how dare you call me a liar you have a lot of nerve acting as if you people fixed it this is how the complaint came into play then ***** your so called manager gives me another credit for july cause it still was not fixed swore it would be corrected and that he would call me back it is not aug 10th still not one phone call over *************************************************************************************************************************************** also called numerous people telling me that caller id still was not corrected let me refresh your so called memory 6/10/22 ************,6/15/22 *********************** 6/17/22 ***********************,6/19/22-6/23 not avaiable,6/27/22 *********************** 7/10/22-7/11/22 ***********************,7/14/22 not avaialble,7/15/22 ***********************, 7/17/22-7/20/22 not available,7/31/22 ***********************, 8/9/22-8/10/22 *********************** so tell me does any of this say tmobile or wireless i am not going to keep calling your so called customer service thats why i made the complaint to the bbb i was done even speaking to ***** said he would handle this back in july i still not have heard one word from him this caller id still is not corrected so please there is nothing going to be closed my next complaint will be to the fcc and the atty ******** office i am also looking to go back to free service i got your service on 4/23/22 and yes they issued credits because of the incompetency with your customer service still not correct i refused to keep talking to incompetent people that goes for your so called engineering or tech support when that girl called me on 6/3/22 and said that due to the pre paid service caller id could only be change to say tmobile or wireless even then this is what i got "script reading please rest assure this will be ********** person told me that everyone else did not know how to do the caller id, on july 24th, ****************************************************************************************************************************************** that m ****** is what will be changed to no worries so before you come at me and call me a liar or talked to me like i am ignorant you are gladly mistaking you should see that your your so called customer service is rated 1.4 stop being lazy and do your job i called you people so much you started talking in script just like like those surveys you would send me every single time after you people telling me it will be fixed so sorry for the inconvenience but trust me it will be corrected again sick of your SCRIPT reading that is why each time i rated you a 0 and i would never tell someone to get tmobile because i am about done so this caller id is not corrected MY NAME IS NOT *********************** NOR WILL I ACCEPT CALLER ID TO DAY NOT AVAIABLE NOR UNVAIALBLE SO I DONT SEE ANYTHING STATING TMOBILE OR WIRELESS I HAVE HAD PEOPLE NOT ANSWER MY CALL DO TO THIS ISSUE I TOLD YOU PEOPLE THAT AND ALL I GOT WAS IT WILL BE FIXED SO NO THIS IS NOT FIXED NOR IS THIS COMPLAINT OVER IF IT IS NOT CORRECTED I WILL GO FIND ANOTHER SERVICE THAT WILL BE COMPATABLE TO MY PHONE I DONT NEED TO HAVE THIS KIND OF SERVICE ALSO YOU HAVE A LOT OF NERVER COMPLAING THAT YOU PAID JUNE, JULY PAYMENT NOT MY PROBLEM AND IF THIS DOES NOT GET FIXED YOU WONT HAVE TO WORRYING ABOUT 8/24/22 PAYMENT I HOPE TO HAVE A DIFFERNCT SERVICE I SEE WHY YOU HAVE SO MANY COMPLAINTS AND I AM SORRY I EVEN GOT YOUR SERVCICE SO BEFORE YOU TRY AND LIE ON ME MAKE SURE YOU KNOW WHOM YOU ARE DEALING WITH WHAT YOU SHOULD BE DOING IS TRAING YOUR STAFF AND YOU NEED BETTER TRAINING YOURSELF TO ACT AS IF A CUSTOMER IS WRONG I READ ALOT OF COMPLAINTS ABOUT YOU PEOPLE I HAVE NO RESPECT FOR YOU PEOPLE YOU WANT TO ACT AS IF YOU PEOPLE DID NOTHING THEN SOMEONE IS LYING OR DID NOT DO THERE JOBS DIFFENTLY NOT ME EVERYTIME I CALLED IS ANOTHER TICKET TO BE DONE!!!!! I CALLED YOU PEOPLE OVER 20 TIMES SO I GUESS WE HAVE TO GO BACK AND LISTEN TO ALL OF MY PHONE CALLS I KNOW I'M NOT A LIAR ABOUT HOW MANY TIME I CALLED YOU PEOPLE SEE IT WAS BOUGHT UP NOW LETS TAKE 20X72 =***** HOURS THAT WAS BOUGHT UP BACK IN JUNE OR JULY SO NOW LETS TAKE 25X72=1,800 HOURS AND CALLER ID STILL NOT FIXED THAT TO IS BACK IN JULY AFTER THAT I REFUSED TO KEEP CALLING SO I FILED A COMPLAINT NOW YOU WANT TO TELL ME I NEVER CALLED THOSE MANY TIMES LETS LISTEN TO RECORDINGS SIR!!!
Business Response
Date: 08/19/2022

August 19, 2022

FILED ELECTRONICALLY

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

            Re:      *************************
                        Your File No. 17616235
                        T-Mobile Prepaid No. XXX-XXX-0774

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 10, 2022, 2022,regarding the above-referenced prepaid number.

T-Mobile regrets any continued concerns **************** has regarding the account, and we appreciate the opportunity to address this matter. As indicated in T-Mobiles response to your office on August 10, 2022, to the file number referenced above, on April 24, 2022, **************** activated the prepaid number mentioned above. Additionally, T-Mobile sets all prepaid caller IDs to reflect T-Mobile Wireless.

On August 12, 2022, **************** contacted our office to report her caller ID concern remained unresolved. As such, T-Mobile engaged our support teams for resolution and completed the update in the Neustar system. Neustar is a database user interface that provides real-time information on a subscriber's mobile number. Our records indicate we successfully updated the caller ID display name to T-Mobile Wireless on August 12, 2022, for the prepaid number ending in 0774. Please note it can take up to three business days for the update to take effect.

However, please be advised that should the ending partys carrier that **************** is calling utilize a different database user interface, ********************** would recommend she contact the ending partys carrier to request a caller ID update on the database user interface used by that carrier. Should **************** have any questions regarding this matter, or the information provided, she may contact our office at the number listed below. T-Mobile regrets any inconvenience to *****************

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Initial Complaint
Date:07/31/2022
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.
I cancelled my T-mobile service and transferred my service to ******** T-mobile didnt transfer my service as requested and kept charging me. Then in order to transfer my service a few months later they forced me to spend hours on the phone then pay the **** before the transfer in order for me to keep my line. I paid the **** and transferred my service then made a complaint to BBB and the **** T-mobile responded to the complaint by crediting me some of the money they had charged me to move my phone numbers. After this, the account should have been closed with no further charges. But now I am getting bills again for an account I dont have. I now have an outstanding 96 dollar **** from them. How can they continue to charge closed accounts even after they acknowledged the wrongness of the last charges they said I incurred? It feels as if I am being harassed at this point and I did in fact have an account in good standing for almost 20 years. I will also make another FCC complaint.
Business Response
Date: 08/11/2022
August 11,2022

FILED ELECTRONICALLY

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

            Re:      ***************************
                        Your File No. 17649704
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 2022, regarding the above-referenced account.

T-Mobile regrets any continued concerns ****************** may have with the account, and we appreciate the opportunity to address them. As stated in our letter to your office dated May 6, 2022, in reference to your file number ********, prior to its cancellation, Ms. ******** account was active with four voice lines of service with the numbers ending in ****, ****,**** and **** and were subscribed to the ONE Plan at $120.00 for the first two lines and $20.00 for each additional line. Ms. ******** account also had one Mobile Internet (MI) line of service ending in **** and subscribed to the Mobile Internet 6GB rate plan at $30.00 per month. On January 7, 2022, ***************** cancelled the lines ending in **** and **** after being ported out.Further review confirms that at the time, T-Mobile received a total of four port-out requests for each of the voice lines in Ms. ******** account;however, only the aforementioned port out requests were approved after proper verification was completed.

We note that Number Portability process is regulated by the ********************************* (FCC)and Sprint strictly complies with that process. Under that process, in order for a carrier to initiate a port on behalf of a customer, the customer must provide pertinent billing information regarding the account from which the number is to be ported. The pertinent information may include, but is not limited to, the account number, account holder's name, phone number, the 5-digit ZIP code, and passcode or PIN that is referenced on that account. The information provided is then input into a port request, which is then transmitted to the customers existing carrier. The existing carrier verifies that the number to be ported is associated with the account and that the account information provided in the port request matches the information in their account records. If the information is accurate, the port will be approved in accordance with FCC guidelines. Regrettably, on February 28,2022, the two remaining port-out requests were cancelled due to the requests not meeting the verification eligibility requirements. As such, the voice lines of service ending in **** and *************************** ******** account along with the MI line of service ending ****, for which we had not received a cancelation request,and continued to accrue new charges.

T-Mobile records reflect that Ms. ******** account was cancelled for non-payment on April 24, 2022, ending the eligibility for the remaining lines to be ported.

On April 27, 2022, T-Mobile resumed services in Ms.******** account after she remitted a payment of $192.17, and T-Mobile applied a credit of $237.52 to bring Ms. ******** account to a zero balance. After, ****************** was able to successfully port out the remaining voice lines ending in **** and **** to another service provider. Additionally, pursuant Ms. ******** request the MI line ending in **** was cancelled effectively cancelling her account.

Although we were unable to identify a T-Mobile error in these matters, in an effort to amicably resolve Ms. ******** concerns, on May 6, 2022, T-Mobile provided a refund for the payment of $192.17 remitted on April 27, 2022, back to Ms. ******** credit card. Additionally, T-Mobile offered to credit any final charges produced in Ms. ******* on the final billing statement which will be produced after May 14, 2022. We appreciate ****************** for alerting us of additional charges. Although there is no record of a $96.00 charge to her account, on August 9, 2022, T-Mobile applied credits offsetting the final $90.00 balance, as a courtesy. T-Mobile regrets any inconvenience ****************** experienced.

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

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

Very truly yours,

T-MOBILE ***,INC.

*******************************
Executive Response
Initial Complaint
Date:07/31/2022
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 purchased an Apple Iphone mini 13 in May 2022. From the very start I have had nothing but issues with this particular phone. T-Mobile and Apple are aware that this is a bad phone. I had made several attempts to get Tmobile to address the problem and all I get is the run arround. I am out of 900 dollars from buying this crappy phone. Not only and I out of my money. But, my home security which is in jeopardy because of this phone. I am a senior. I am 65 years old and I was under the impression I was getting a superior product. The phone is so bad that other phone providers will not offer full credit for it. Not only does Tmobile representatives lie, but when they found out I was filing this complaint. They had me to believe that they were going to issue me an older model phne Iphone 12 mini. Which was another deceitful ploy to get rid of me bothering them. If I don't get a refund of my money. This complaint will stay unresolved. So that other unsuspecting seniors will know not to do business with this company. They should be ashamed for treating older people this way. No respect what so ever.
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. 17649706
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is *********************, and *********************** has been designated as an authorized user of the account. ********************** has confirmed that *********************** and ********************************* are one and the same.

T-Mobile regrets any concerns ****************** has regarding the Apple iPhone 13 mini device, and we appreciate the opportunity to respond. Records confirm on May 23, 2022, ****************** began using an Apple iPhone 13 mini on the above-referenced account. On May 28, 2022, ****************** contacted T-Mobile to report having issues with the Apple iPhone 13 mini device, and therefore, T-Mobiles Team of Experts (TEX) completed troubleshooting by clearing history and call logs, completed a test call, and Ms. ******** concerns were noted to have been resolved. On May 31, 2022, ****************** contacted T-Mobile to report that her call quality concerns were ongoing, and *** completed troubleshooting, which ****************** confirmed resolved her concerns once again.

T-Mobile is always working to improve its coverage, and we regret any service issues ****************** *** have experienced. 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 contacted ****************** and confirmed she experienced issues at an address other than the billing address, and our coverage map, confirms this account address is in an excellent coverage area; however, we have identified a local site issue as part of ongoing tower upgrades in *********, *******. Our engineers are working diligently on resolving coverage concerns, and we regret any coverage issues ****************** has 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.

On July 25, 2022, ****************** contacted TEX advising she wanted to update her address for her a free device; however, ********************** has no record that ****************** was offered a free device. Please note, *** advised ****************** that her shipping address would be updated for all orders going forward.

On August 9, 2022, our office contacted ****************** and requested that she provide proof of purchase for her Apple iPhone 13 Mini device via email. Our office reviewed our inventory and confirmed the Apple iPhone 12 mini device was not available; however, as a courtesy, our office completed follow up on August 11, 2022, and ordered the Apple iPhone 12 device for ******************* The cost of this handset totaled $797.17, and was billed to Ms. ******** account, which weve offered to credit. ****************** accepted this as a resolution to her concerns. T-Mobile regrets any inconvenience to *******************

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 08/13/2022

Complaint: 17649706

I am rejecting this response because:

Sincerely,

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

The phone was not billed to my account. It was billed to my son's account. The business as usual is not taking responsibility and is still lying and being deceptive. I am not going to accept that phone. I haven't received it because it was possibly delivered to my P.O. Box, because I put my mail on hold to the end of the month. I was out most of August 12 and I have yet to check my mail box. When I do, I will be sending the phone back to this lying company and I am not removing my complaint. I don't want other seniors to be mistreated as they have mistreated me. So to this company do not send the bill to my son's account. It should have been sent to my account which was closed. You people are so ignorant. You didn't even bother to read the receipt and see that I purchased this phone for myself on my account. Also, it was a verbal agreement that they gave me over the phone about the Iphone mini 12. So why would there be proof. Why don't you people just stop lying and take responsibilty for your actions. This complaint will stand on the BBB website. I will never remove it.
Business Response
Date: 08/22/2022
August 22,2022

FILED ELECTRONICALLY

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

            Re:      *********************************
                        T-Mobile Account Holder: **********************************
                        Your File No. 17649706
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 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 any continued concerns ****************** may have with her handset, and we appreciate the opportunity to provide the necessary details. Upon further investigation, T-Mobile confirmed the Apple iPhone 13 Mini being used on the mobile number ending in ****, was purchased on May 19, 2022, at full retail price of $699.99 plus taxes on a different T-Mobile account of which was in Ms. ******** name, account number *********. Ms. ******** account was cancelled on May 23,2022, which is the same date she began to use the handset on Mr. ******** account.

By purchasing T-Mobile equipment, ****************** receives a one-year Limited Warranty provided by the manufacturer of her device. Please note Apple handles all Apple manufacturers warranty and can be contacted at ************ or by visiting https://getsupport.apple.com/. T-Mobile regrets any inconvenience to *******************

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

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

Very truly yours,

T-MOBILE ***,INC.

*******************************
Executive Response
Customer Answer
Date: 08/30/2022

Complaint: 17649706

I am rejecting this response because: I am never removing this complaint. So you can submit as many rebuttals that you may. The complaint stays on file until you refund my money.

Sincerely,

*********************************
Initial Complaint
Date:07/31/2022
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 10th I used online chat with T-Mobile to inquire on switching services. Currently have spectrum mobile. They said they had a keep and switch that I would be able to keep my phone and they would pay it off. After looking into it further due to my current carrier I would have to pay off the devices myself first. T-Mobile had already sent me the new SIM cards and a third line. I could not pay off my devices so I requested to return everything and did so. Then asked for my refund I paid $117. After speaking With multiple agents was told after receiving items back I would get my refund. Had to go to a T-Mobile store because nobody on the phone was being at all helpful and didnt seem to have a clue what was going on. Finally got a email today saying items where received but the refund is the wrong amount. $47. Want my money back and to close and cancel everything. Was told at T-Mobile store a **** had been generated. How I have not activated any lines and the phone or SIM cards where never opened. Getting extremely irritated with all this. Agents kept trying to keep me from trying. To get refund and stay trying to argue and say I was wrong on having to unlock device myself even thought their own website said and and a employee at one of their locations. Resolution to this would be my full refund of $117 will attach credit card proof of it and closure of account. If I get charged for a **** that no service was never used I will be even more extremely upset. Due to This I will highly likely never switch to this company. Also have 2 hard inquiries on my credit report accordingly to my LifeLock and want this taken care of as well.
Business Response
Date: 08/10/2022

August 10, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17649623
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 2022, regarding the above-referenced account.

T-Mobile regrets to hear of **************** concerns regarding his T-Mobile account. T-Mobile records reflect ************** activated service on July 10, 2022, with three voice lines ending in ****, ****, and **** and subscribed to the T-Mobile Essentials 2+ for $100.00 per month plus applicable taxes and fees for the first two line of service and $20.00 plus applicable taxes and fees for each additional line of service. Additionally, ************** agreed to and took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******** moto g 5G with a retail price of $222.00. ************** was not required to remit a down payment but agreed to 24-monthly installments of $9.25. Furthermore, at the time of activation the account was enrolled in AutoPay. This is a free feature that automatically deducts the balance owed on the account. This feature also comes with the AutoPay **** credit which provides a $5.00 discount per line when subscribed to an eligible price plan. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Finally, ************** remitted a payment at the time of activation in the amount of $117.21, which consisted of three assisted support fees of $35.00 each and taxes on the purchase of the ******** moto g 5G of $12.21.

With the activation and the purchase of the ******** moto g 5G handset, ************** qualified for our Affordable Smartphone on Us with New Line Activation offer. This offer, which became available April 7, 2022, allows customers to get a free smartphone (up to $300 via recurring device credits) when a qualifying device is purchased on EIP and activate a new line of service on any voice rate plan. Based on the above, **************** monthly recurring charges were $100.00 plus applicable taxes and fees.

The billing statement dated July 11, 2022, generated in the amount of $104.39 for service dates July 11, 2022, to August 10, 2022, which was due on August 3, 2022.

On July 14, 2022, ************** contacted our Team of Experts requesting a return label to return the above-mentioned equipment. Additionally, ************** requested the account be canceled regrettably, as the call was disconnected and our team was unable to provide the required disclosures, the cancelation was unable to be processed.

Upon the ******** moto g 5G being received by the T-Mobile warehouse on July 31, 2022, the associated assisted support charge and the taxes were refunded in the amount of $47.21.

As the account was on AutoPay, on August 1, 2022, the payment drafted in the amount of $104.39, which updated the balance to zero. Per **************** request, on August 2, 2022, AutoPay was removed from the account and the above payment was refunded which updated the account balance to $104.39. Furthermore, on August 5, 2022, per **************** request, his account was canceled for no installation.

To amicably resolve this matter, T-Mobile applied a credit of $174.39 which updated the account balance to a credit of $70.00. Additionally, T-Mobile requested a refund of the credit balance of $70.00 via prepaid MasterCard sent to the address included in the correspondence to your office. Once the refund has been processed, **************** account will reflect canceled with a zero balance.

Regarding **************** concern with his personal credit report, as ************** provided the necessary information to consent to a check of his personal credit and activate a T-Mobile account, any credit check reflected on his credit report would be considered valid. However, it is important to note that the credit check would be a soft inquiry and, although this inquiry may still be reflected on **************** credit report, it would not impact his credit score. If ************** feels like there is an error with his credit report, T-Mobile recommends he contact the three major credit bureaus for further assistance. T-Mobile regrets any inconvenience to **************.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 08/11/2022

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:07/31/2022
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've been paying T Mobile on autopay for over 10 years and my internet, text messages, and calls don't work. They told me my subscription has ended and tell me to pay more but my bill was already paid.
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17649567
T-Mobile Prepaid No. XXX-XXX-8235

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 2022, regarding the above-referenced prepaid number.

T-Mobile regret any concerns **************** experienced with his prepaid service and we appreciate the opportunity to review and address his concerns. T-Mobile records confirm **************** activated his prepaid number on June 15, 2020, and currently is on our Connect with Unlimited Talk, Text and 12 GB *********** rate plan for $35.00 per month. Please note, with our Connect rate plans, after the allotted data bucket is exhausted, on-network data services end until the next billing cycle start date. As noted, **************** Connect plan has unlimited talk and text.

In **************** letter to your office, he indicates he has experienced issues with his services. We regret any service-related issues **************** has experienced. Unfortunately, T-Mobile is unable to guarantee uninterrupted, fault-free service. There are several factors and conditions that *** interfere with actual service, quality, and availability.

It is important that if customers experience any difficulties with the service, that they provide Team of Experts (TEX) details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.

On July 22, 2022, **************** contacted *** regarding his data services. At that time, **************** had reached his data threshold, and as a result, his on-network data services were unavailable until the beginning of the next billing cycle.

In an effort to resolve his concerns, we updated **************** rate plan from our $25.00 Connect with Unlimited Talk, Text and 6 GB *********** for $25.00 a month to the $15.00 Connect with Unlimited Talk, Text and 3 GB *********** in error. Thereafter, *************** rate plan was updated to the Connect with Unlimited Talk, Text and 12 GB *********** rate plan for $35.00 per month. Therefore, the rate plan change order to the 3GB plan was canceled, and **************** received a message that order number CTLTR0WXE62654 was cancelled. T-Mobile then provided a $10.00 credit to cover the cost difference between the 6GB and 12GB Connect rate plans.

Please note, T-Mobile offers our Simply Prepaid Unlimited rate plan which for $50.00 per month plus taxes and fees, provides unlimited high-speed data. If **************** wishes to update to this unlimited data rate plan, he *** contact T-Mobile at ************, or he *** utilize his online account at www.mytmobile.com. T-Mobile regrets any misunderstanding this *** have caused.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 08/15/2022

Complaint: 17649567

I am rejecting this response because: This is all wrong. I've been with T Mobile since 2010 and I was only supposed to be paying 15 dollars a month.

Sincerely,

***************************
Business Response
Date: 08/23/2022
August 23,2022

FILED ELECTRONICALLY

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

Re:      **************************;
Your File No. 17649567
T-Mobile Prepaid No. XXX-XXX-****

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 31, 2022, regarding the above-referenced prepaid number.

T-Mobile regrets any continued concerns **************** may have experienced, and we appreciate the opportunity to respond. As mentioned, records confirm on June 15, 2020, **************** activated his prepaid number ending in ****. Please note that it is possible that **************** may have been on our grandfathered prepaid plans and was transferred to our prepaid system on June 15, 2020. Regretfully, we are unable to view the older prepaid accounts in the retired system.

As of June 15, 2020,**************** prepaid number was subscribed to our T-Mobile Connect rate plan for $15.00 per month, which provides unlimited talk, text, and 6GBs of high-speed data. However, records indicate that **************** contacted his Prepaid Team of Experts to advise us that his internet was not working. The reason **************** internet was not available was because he had reached his allotment of 6GB of high sped data. Please note that once the 6GBs threshold is reached, the data service will end until the next billing date.

At that time, T-Mobile recommended **************** subscribe to an unlimited data rate plan.   As of August 13, 2022, the account subscribed to our Simply Prepaid Unlimited rate plan for $50.00 per month, which includes unlimited talk, text, and high-speed data. **************** is subscribed to AutoPay, which automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.

Our records indicate that on December 3, 2021, **************** remitted a refill in the amount of $150.00. On August 15, 2022, Mr. ***** AutoPay payment was made in the amount of $50.00. As of August 19, 2022, the account has an available balance of $132.35. If **************** would like, he may contact his Prepaid Team of Experts to remove AutoPay from the account, which will allow the available balance to pay for his monthly services until the funds are depleted. **************** can also return to his previous T-Mobile Connect rate plan but must be aware that after meeting his 6GBs of high-speed data threshold, he will need to wait until his next billing statement to receive his 6GBs of high-speed data.

Upon reaching **************** via email, he wrote that he continues to have issues with his getting data on his handset even with his unlimited high-speed data plan. We found that **************** handset is not registered to our T-Mobile network. We recommend that **************** power cycle his handset.   To further assist, on August 19, 2022, T-Mobile processed an order for a new *** card to the address on the letter to your office. Please allow up to 10 business days for processing and shipping. **************** may contact his Team of Experts or visit a T-Mobile store to activate the *** card and further troubleshoot his handset if he is still having issues. As of August 19, 2022, the account remains active with an available balance of $132.35. T-Mobile regrets any inconvenience to *************** regarding this matter.

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Initial Complaint
Date:07/31/2022
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.
Re: previous account ********* *************************; ************; PIN ****** The above account was ended January 25, 2022 when 2 telephones were transferred to Xfinity. A final payment of $125.33 was made to T-Mobile on February 1, 2022 then I heard nothing from T-Mobile until I received a bill in June 2022. At that time I spoke with a T-Mobile representative and he explained there was an open line, ************ that had been opened prior to January 2022 and not cancelled when our phones transferred to Xfinity. We were unaware of this line and never had a device associated with it. In retrospect we had been attempting for months to transfer our daughter's line from Sprint to T-Mobile. During that process one representative during a phone call said he would open a line for our daughter's phone then we should take her phone to a T-Mobile store and they would add her phone to that line. At the store they said they could not do this because of issues with the Sprint acquisition thus we decided to transfer all of our phones to Xfinity. We had no idea there was an open line remaining.The representative in June 2022 understood the situation and arranged to return the payment which had been debited from our checking, this was done. I then received a bill dated June 9, 2022 stating the amount we had been returned was an overdue amount and we owed that amount with fees.I again spoke with a representative who reviewed the documentation of the first encounter but said she could do nothing, only the original representative could authorize eliminating the charges. She stated she would notify him but could not say when he would call me. I told her I no longer authorized debits from our checking account and would continue to contest this final bill. I wrote to T-Mobile documenting this.I never received a call but received a letter from a collection agency. Also, the payment was deducted from my checking account after I had verbally and in writing rescinded authorization.
Business Response
Date: 08/05/2022
August 5, 2022

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 17649285
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 1, 2022, regarding the above-referenced account.

T-Mobile regrets ******************** has chosen another service provider, and we appreciate the opportunity to respond to her concerns. T-Mobile records reflect that on January 25, 2022, the mobile numbers ending in ****, and ****, were cancelled when they were ported to another service provider. However, the line ending in ****, was not cancelled and continued to bill totaling $278.50, which was collected via AutoPay. On June 13, 2022, $86.58, was refunded to ********************* On August 5, 2022, the remaining $189.22, was refunded to ********************* The account remains closed with a zero balance. Please be advised that this account was never referred to an outside collection agency. Accordingly, there are no negative remarks to remove from Ms. ********* credit file. We regret any inconvenience to *********************

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. ********* contacts with us regarding the matter.

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

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

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Customer Answer
Date: 08/09/2022

Complaint: 17649285

I am rejecting this response because: It is not true "Please be advised that this account was never referred to an outside collection agency." I received a notice from *********************** **** identifying themselves as a debt collector. My reference # R-*******. They were writing to collect $91.65 for T-Mobile. The rest of the T-mobile response was correct. It is important for my future credit that the referral be withdrawn.

Sincerely,

**** *******************************
Business Response
Date: 08/19/2022
August 19, 2022

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 17649285
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 9, 2022, regarding the above-referenced account.

T-Mobile regrets continued concern ******************** has experienced regarding her account and appreciates the opportunity to respond to her concerns. As of July 9, 2022, Ms. ********* account is closed and as of August 5, 2022, the account reflects a zero balance.

It is important to note that Ms. ********* account was not assigned to a third-party collection agency. T-Mobile engages third-party collection agencies for pre-collection assistance to collect on past due balances. Although ******************** may have been contacted by a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau and therefore, there should not be any negative information in Ms. ********* credit file. We regret any inconvenience to ******************** regarding this matter.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

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