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

27,465 total complaints in the last 3 years.
8,060 complaints closed in the last 12 months.

If you've experienced an issue

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.
Hello BBB,I was a T-mobile customer for 2 years+. I had ported my phone number out last month. However T-mobile is still charging me via Auto-pay. I cannot login into my account because it needs a text message to a Tmobile phone number. I tried chatting with customer service, but nobody is helping me. Today I was charged for a full month, even though I do not have any active Tmobile number.
Business Response
Date: 08/10/2022
August 10, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17648934
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 concerns ********************** has regarding his prepaid account. T-Mobile records indicate ********************** prepaid account subscribed to our Connect by TMO *** Talk & **************** rate plan for $15.00 per month to include one voice line of service ending in ****. The prepaid account was also enrolled in AutoPay.

T-Mobile records indicate a port out was initiated for Mr. ********** line of service ending in **** to another carrier on July 23, 2022. Regretfully, as AutoPay was still enrolled on the prepaid account, a payment in the amount of $16.50 was remitted via AutoPay on August 1, 2022 for monthly service charges plus applicable taxes and fees.

Upon corresponding with ********************** on August 10, 2022, T-Mobile agreed to remove the AutoPay feature from the prepaid account, and provide a refund in the amount of $16.50 for the above-mentioned payment. ********************** should allow up to ten business days for the refund to arrive at his address in the form of a prepaid card.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. ********** recent contact with our Team of Experts (TEX). 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: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.
In August 2021 I was scammed by Tmobile with the data breach. I filed a police report with the *****************. And called. Blamed for their employee scamming me.. After complaining they would not allow me to call or to reach out to me to resolve the issue. i will be suing for the Data breach. I have been with the company for over 20 years. In September I attempted to get a phone through insurance that i was paying. they refused. My sister line was removed, and I was penalized for her getting her own line. I saw the **** and explained that her phone rentals where never moved to her new line. When I tried to fix it, they refused, saying she can have her own line, but i have to pay for her phones. Considering that they sold her a phone without my approval. in December my phone only had 2 lines but the **** was overs $400 a month. They could not explain. In January I decided to move companies. I was charged for phones that they refused to take back under my jump plan. then charged full price for 2 other phones. For a total of 6 phones. Phones were covered under their forgiveness, and I ask how do I return them. the rep on the recorded lines told me that since I did not call them first its too late, Because I didn't give them the opportunity to save me as a customer. So i asked .. are you telling me Im penalized for refusing to pay for something that I do not owe. They said yes.. I received a **** for $1100 then a 2nd **** for **** and not a third **** $3454.23. On that **** they also made me pay for services lines and taxes all the was until April *, 2022. When lines ********** and ********** was cancelled in September 2021 ********** cancelled in October 2021 and the last 2 was cancelled January 2022. So how can they possible keep charging me until April. This company really cause a huge financial problem in my finances. i lost the bid on my house. And they blocked me from calling them.. saying it my fault and their is nothing I can do. Now on my credit report
Business Response
Date: 08/12/2022
August 12,2022

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

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

T-Mobile regrets any concerns **************** has regarding the above-referenced account and appreciates the opportunity to respond. T-Mobile records confirm ******************** account was activated on June 19, 2010.   Please note an authorized user is only able to be added to the ********************** account by the billing responsible party after a one-time PIN is sent to verify the account. **************** currently has four authorized users on her account, which grants them authorization to make changes on the account, including but not limited to adding new lines of service, purchasing equipment,add or remove features and change rate plans.

T-Mobile records indicate between August 7, 2020, and December 1, 2021, **************** qualified for and took advantage of purchasing equipment and accessories through our Equipment Installment Plan (EIP) and leasing equipment through our JUMP! On Demand (***) offerings with the below equipment:

On August 7, 2020, **************** initiated a *** for an Apple 11 64GB handset in purple with no capital cost reduction payment required but agreed to 18 monthly payments of $29.00 and a purchase option price of $177.99.
On February 20, 2020, **************** initiated a *** for an Apple iPhone 12 ************* handset in gold with a capital cost reduction of $349.99 and agreed to 18 monthly installments of $26.00 and a purchase option price of $126.00.
On May 17, 2021, **************** initiated an EIP for a glass screen protector, an evo clear case and a 20w USBC power adapter with a down payment of $18.95 and agreed to 12 monthly installments of $6.77 combined.
On May 17, 2021, **************** initiated an EIP for an Apple iPhone 12 64GB handset in blue with a down payment of $79.99 and agreed to 24 monthly installments of $31.25.
On May 28, 2021, **************** initiated an EIP for an Apple iPhone 12 64GB handset in blue with a down payment of $109.99 and agreed to 24 monthly installments of $30.00.
On December 1, 2021, **************** initiated a *** for an Apple 11 64GB handset in purple with a capital cost reduction payment of $49.99 and agreed to 18 monthly payments of $30.00 and a purchase option price of $210.00.

It is important to note, if a customer has an open EIP/*** and the account is canceled, any remaining open EIP/*** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP/*** agreement provided at the time of purchase or lease.

A Change of Responsibility (***)is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a ***, **************** was advised that she would be responsible for locating the new customer and that the new customer must contact ********************** within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer of both the number and the **** could be completed.

T-Mobile investigated this matter and found that the *** for Ms.******* mobile number ending in **** was processed on December 30, 2021. As of that date, **************** was no longer financially responsible for this mobile number. Please note that *** leases are not able to be transferred from one account to another and as such, will either **** out in full to the final billing statement after an account cancellation or will remain on the account in which the *** was established.

Please note that following the completion of the *** and the port out of the lines ending in **** and ****, on February 2, 2022, and February 3, 2022, respectively, Ms. ******* account remained active with the line ending in ****. Upon review **************** did not request the cancellation of the **** line and as such it was cancelled for non-payment on March 18, 2022. This cancellation caused the six remaining EIP and *** balances to be accelerated to her final billing statement.

The billing statement dated January 9, 2022, reflected a total balance due in the amount of $667.61. The balance consisted of a past due balance of $294.24 and new charges in the amount of $373.37. The new charges consisted of monthly recurring charges, features, equipment charges, taxes, and fees. On January 23, 2022, a payment of $60.00 was remitted resulting in an updated balance of $607.61. Regrettably, on January 26, 2022, this payment was returned unpaid. As a result,a $25.00 returned payment fee was assessed updating Ms. ******* balance to $692.61 due on February 1, 2022.

The billing statement dated February 9, 2022, reflected a total balance due in the amount of $1,192.52. The balance consisted of charges of a past due balance in the amount of $692.61 and new charges in the amount of $499.91 due by March 1,2022. The new charges consisted of monthly recurring charges, features, equipment charges, taxes, and fees. This billing statement also included the purchase price option for the above-referenced Apple iPhone 11 in the amount of $177.99. On March 5, 2022, Ms. ******* account was assessed a Wi-Fi CellSpot Router non-return fee in the amount of $104.94 updating her balance to $1,297.46. Please note on September 21, 2015, Ms. ******* mobile number ending in **** was provided with a Wi-Fi CellSpot to enhance her indoor coverage. The CellSpot Router has innovative T-Mobile software installed that prioritizes calls made over Wi-Fi as compared to other network traffic which ensures consistent and clear quality phone calls. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer is billed a $99.00 non-return fee. As T-Mobile had not received the router within 30 days of the cancellation,**************** was assessed the non-return fee.

The billing statement dated March 9, 2022, reflected a total balance due in the amount of $1,464.63. The balance consisted of a past due balance of $1,297.46 and new charges of $167.17 for equipment, Protection 360, and a late fee.

Ms. ******* final billing statement dated April 8, 2022, reflected a total balance due in the amount of $3,454.23. The final balance consisted of a past due balance of $1,464.63 and accelerated equipment charges for the above-referenced EIP and *** agreements totaling $1,989.60.

Please be advised although T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may do so. The account may be reported to the credit bureau while a balance remains outstanding.

As Ms. ******* account remained past due and as T-Mobiles collection efforts were unsuccessful, on May 12, 2022, the account was referred to ******, an outside collection agency, where it currently resides.

In regards to the Cyber Security Incident of August 2021, in mid-August, T-Mobile was informed of claims made in an online forum that a bad actor had compromised T-Mobile systems. We immediately began an exhaustive investigation into these claims and brought in world-leading cybersecurity experts to help with our assessment. Subsequently, we confirmed that T-Mobiles systems were subject to a criminal cyberattack that compromised data of our customers,former customers, and prospective customers. We have no evidence that financial account numbers or username/password combinations to online accounts were accessed or acquired, but some social security number (SSN), name, address, date of birth and government ID information?was compromised.

T-Mobile determined that the bad actor illegally acquired some personal information related to Ms. ******* account. Our goal is to ensure that we are providing clear information about how customers and those affected can protect themselves. As we move quickly to protect our customers, we also want to equip them to protect themselves. It is recommended that **************** take proactive steps regularly to protect their data and identity. To be clear, we have no evidence that financial account numbers or username/password combinations to online accounts were accessed or acquired. Nevertheless, if **************** has not registered for the identity protection services offered by T-Mobile following the August cybersecurity event,we would like to extend two years of free identity protection services with McAfees ID Theft Protection Service. This includes $1 million identity insurance, dark web and credit monitoring,and lost wallet recovery.? To sign up, **************** may contact our office at the contact information listed below for assistance with the registration process.

Our office contacted **************** on August 8, 2022, regarding her concerns where we provide the aforementioned information. It is T-Mobiles position the balance on Ms.******* account is valid and owed. As such, **************** may contact ****** at ************** for payment options. 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.

Courtneshia ****
Executive Response
Initial Complaint
Date:07/31/2022
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.
Someone used my company information without permission to get phone service in ******. TMobile is reporting a balance of $1,010 we never knew about under our companies business reports to Experian, Credit Safe and other Business ************************** This is not our account, we have had ******* Wireless the entire time and our company name actually switched to *********************************** LLC. please remove the account from all credit bureaus for our business. This is a good faith attempt so we dont have to take further legal action against TMobile, We are trying to resolve the matter before going to the courts by simply having them removed. We try to contact TMobile but cant because we dont know the account number since it is not ours.
Business Response
Date: 08/11/2022
August 11, 2022

FILED ELECTRONICALLY

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

Re: ***************** LLC
Your File No. 17648731
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 **************** LLC has experienced and we appreciate the opportunity to respond. T-Mobile has completed its investigation of this matter and determined the allegation of fraud was substantiated. Therefore, ***************** LLC has been absolved of all financial responsibility for this account. In addition, T-Mobile removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. ***************** LLC should allow approximately 90 days for this information to be reflected on their credit report.

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,

Curne Investments Llc
Initial Complaint
Date:07/31/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for T-Mobile internet on July 12th. I canceled their service on July 13th because it was no good. When I called to cancel it they tried to upsell me and tried to talk me into getting a Wi-Fi extender and I told him no I just want to cancel the service and get my money back. I sent the The router back they received it on July 20th I have all that information. I check my bank statement and there's a $50 charge on there I was told there's a 15-day cancellation window and as long as I cancel in that time then there would be no charge. Why am I getting charged now I tried to call them and ask them and I get hung up on. Give me my money back and don't ever charge me again. This is ridiculous now they're telling me I have to go to the T-Mobile store to fix it why is that even an issue? Why should I have to waste my time for their s**** up and incompetence? They need to fix this now and give me my $50 back. That is illegal what they did and if need be I will take him to small claims court.
Business Response
Date: 08/11/2022

August 11, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17648618
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 is pleased to report that we have resolved this matter to Mr. ******* satisfaction.

T-Mobile regrets any concerns **************** experienced with his account and to hear that the service did not meet his needs. We appreciate the opportunity to address this matter. Records confirm that on July 8, 2022, **************** activated the above account with one Home Internet line of service ending in **** and subscribed to our $55.00 Home Internet rate plan.

As of the time of Mr. ******* activation of the Home Internet number ending in ****, T-Mobile provided a 14 day return period which allowed **************** to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service.

Additionally, as of May 10, 2022, T-Mobile offered Test Drive for T-Mobile Home Internet and Small Business Internet. Please be advised that for a limited time, new and existing customers activating a Home Internet, Small Business Internet, or ************************* on a qualifying plan are eligible to Test Drive T-Mobile services for 15 days worry free! Customer will need to call our Team of Experts to cancel their Home Internet, Small Business Internet, or ************************* within ************************ order to qualify for Test Drive. However, it is important to note that it may take one to two billing cycles for the appropriate **** credit or refund to be processed back to the customer.

Please note Mr. ******* account was also enrolled in AutoPay on July 8, 2022. 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. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Additionally, by signing up for AutoPay **************** received a $5.00 AutoPay discount which reduced his monthly recurring charges to $50.00. As **************** authorized AutoPay, it is T-Mobiles position that the $50.00 payment debited on July 30, 2022, was authorized. Please be advised that this payment covered the monthly access charges for the periods of July 9, 2022, through August 8, 2022.

Regrettably, **************** requested to cancel his account on July 13, 2022. Records further confirm that on July 20, 2022, T-Mobile received the original Home Internet Gateway. Therefore, **************** will not be charged a non-return fee. As of the date of this letter, Mr. ******* account remains closed with a zero balance. It is important to note that **************** did meet the qualifications for our Test Drive but as outlined above, may take one to two billing cycles to fully process.

Nevertheless, on August 9, 2022, T-Mobile contacted **************** and as a courtesy and in an effort to amicably resolve his concerns, T-Mobile offered to refund his $50.00 payment remitted on July 30, 2022. **************** accepted this offer as full resolution to his concerns and considers this matter resolved to his satisfaction. Therefore, the payment will be electronically refunded back into Mr. ******* **** card ending in **** within three business days. T-Mobile regrets any inconvenience to ****************.

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

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

Very truly yours,

T-MOBILE USA, INC.

Marcos Chavez
Executive Response
Customer Answer
Date: 08/11/2022

Better Business Bureau:

I would also like to note that I DID NOT have the chance of discussing the refund that was owed to me. First of all, I couldn't understand a word the lady said and when I questioned her about the charge I had on top of the fact that she was very rude and disrespectful when I asked if I could speak to someone else. She ended up hanging up on me but before she did she told me I would have to go to the closest T-Mobile office and fix it there cause she said she could not look upy account using my name, address, phone number or anything else I tried to give to her to help her and make it easier on her. All I got got from her was telling for some reason which obviously isn't good customer service. I actually had to contact the Better Business Bureau and threaten to take legal action before anything was done. The gentleman I spoke to on the phone was polite and very respectful after I complained to the BBB. That still doesn't make up for the horrible, horrible customer service I had to endure from that lady who wasn't interested in helping me. Please people do you due diligence and research T-Mobile before you do any business with them. Just take the time and read the many reviews on here as well as other sites. They are horrible and they will definitely take advantage of you and try to scam you. I am glad that this issue is finally taken care of and as far as the person saying that it takes a couple of billing cycles to straighten out, that is fine but they really need to make sure they tell their employees that news and obviously get them some better training. That will definitely help in the future. It took over 45 minutes to cancel the service I had and that was the day after I received the modem. That is why they make you call to cancel but you can sign up on like 5 minutes online. These are very bad business practices that they do hoping you will forget about cancelling it. Also they will try to upsell you a range extender which if their modem and there service was really worth anything then there wouldn't be a problem at all but obviously that isn't the case and they seem to know it too. Their cell service is garbage and I should have known better than to sign up for their internet. Please, please train your customer service agents or at the very least make sure they can communicate more clearly so people can understand them. The lady tried and tried to say that they couldn't use the same exact info I used to sign up. She kept telling me I needed a receipt when I go to the store to get my 50 dollars back which I didn't i derstand at all. T -Mobile needs to admit when they do wrong instead of trying to save face and basically try to deflect any of the blame that lays entirely on them. Again the only reason why they contacted me was because I threatened legal action. How is it that they were able to refund my money just by using my new and email that I used in filing my complaint but when I questioned why they **** me then they tell me that I have to go to the store and let them try to sort through it when it wasn't even the stores problem. T -Mobile is a sinking ship. Also read about what they call (5G) service as opposed to what 5G actually is. There is a HUGE difference. Again people make sure you do your research and look at all the complaints it will save you a tonof money as well as hassle. Also, ******************, please don't try to deflect and make your company look all innocent, it isn't a very good look and anyone with a decent set of eyes cam tell you were trying to deflect and make T -Mobile look like a wholesome, caring company when in fact that couldn't be farther from the truth. Again the conversation I had with ****************** was very pleasant but don't try to make it out to be the customers fault, when in fact it was your company. I 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 BOUGHT A CELL PHONE AT T-MOBILE IN ********* **********. THEY GAVE ME A ***** WATCH PHONE SUPPOSIVELY FOR FREE. I DIDN'T LIKE SO I RETURNED IT AND THEY REFUSE TO TAKE IT BACK CLAIMING 14 DAYS HAD PASSED BY. I DIDN'T USE IT AND CHECKING MY **** THEY WERE CHARGING ME $12.50 FOR THE ***** WATCH THAT WAS SUPPOSED TO BE FREE. I GOT MAD AND CALLED THEM. THEY LIED TO ME AGAIN."THEY CHARGE YOU THEN THEY REIMBURSE YOU." I ASKED THEM FOR WHITE & BLACK PROOF. THEY COULDN'T COME UP WITH BECAUSE IT WAS A LIE... UNTRUE. SO I MADE A COMPLAIN AND SEEKED ARBITRATION. THEY SAID THEY WOULD SEND ME AN EMAIL. IT NEVER CAME. THE PROTEST STILL IN MY PHONE AND THEY IGNORED **** THEN STOPPED PAYMENT AND WENT TO ******** NOW THEY SEND ME LETTERS THREATENING TO REPORT ME TO THE CREDIT BUREAUS.I'M NOT GOING TO PAID THEM FOR THEIR NASTY LIES. THE ***** WATCH WASN'T FREE. IF I USED IT THEY WOULD CHARGE ME $10.50 SERVICE. IF I DIDN'T USE IT THEY WOULD CHARGE ME $12.50 FOR NOT USING IT. OBVIOUSLY IT'S NOT FREE.THEN THE SECOND LIE WAS THAT I WAS GETTING RE-IMBURSED. THEY COULDN'T SHOW ME ANYTHING WRITTEN IN BLACK & WHITE.
Business Response
Date: 08/10/2022
Tell us why here...August 10, 2022

FILED ELECTRONICALLY

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

Re: ****** Pimentel
Your File No. 17648325
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 account billing, and we appreciate the opportunity to address his concerns. T-Mobile records reflect that ******************** activated the above-referenced account on November 4, 2021, with one voice line ending in ****, which was previously subscribed to a T-Mobile Magenta ************ taxes inclusive unlimited talk, text, and data rate plan for $75.00 per month. Mr. ********* voice line ending in **** was also subscribed to an optional Protection <360> premium handset protection feature for $16.00 per month. ******************** also activated a Mobile Internet (MI) line ending in **** which is subscribed to a T-Mobile Data with Paired DIGITS taxes inclusive rate plan for $15.00 per month.

******************** qualified for and took advantage of T-Mobiles Equipment Installment Plan (***) on November 4, 2021, with the purchase of a ONE Plus 9 5G 128GB Silver handset associated with the mobile number ending in **** for a total purchase price of $729.99. ******************** was not required to remit a down payment, and he agreed to ************************** the amount of $30.42 and a final 24th installment of $30.33. Please note for a limited time from October 15, 2021, and January 12, 2022, customers like ******************** could get a ONE Plus 9 5G on us via monthly Recurring Device Credits (RDC) when purchased on *** and with the activation of a new line of service on an eligible voice rate plan. As ******************** met the requirements of the 2021 Activate P1 promotion, he was enrolled in ****************** the amount of $30.42.

******************** also utilized *** on November 5, 2021, with the purchase of a ******* Galaxy Watch 4 40mm black associated with the MI line ending in **** for a total purchase price of $299.99. ******************** was not required to remit a down payment, and he agreed to ************************** the amount of $12.50 and a final 24th installment of $12.49. Please note for a limited time from August 11, 2021, and March 23, 2022, customers like ******************** could get a ******* Galaxy Watch4 40mm for free via monthly RDCs when purchased on *** and with the activation of a new line on a qualifying Data with paired DIGITS rate plan for use on the new watch. As ******************** met the requirements of the 2021 ******* Watch P6 promotion, he was enrolled in ***************** the amount of $12.50. Please note, if a customer has an open Equipment Installment Plan (***) and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

T-Mobile records reflect that ******************** cancelled the voice line ending in **** as of March 22, 2022, when he elected to port the voice line to another service provider. The arrangement to transfer the line of service was made directly with Mr. ********* new wireless service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after Mr. ********* new wireless service provider took control of it. Please note that Mr. ********* MI line ending in **** is currently suspended due to non-payment with a balance in the amount of $127.01. In the event that ******************** does not cancel the line or remit payment to keep it active, it will eventually be systematically for non-payment, and he will be responsible for the past due balance and accelerated *** charges. 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.

****** Sanchez
Executive Response
Initial Complaint
Date:07/31/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a business account with T-Mobile for a little over 7 months. I opened this account with goal of ordering devices for my trucks. But I can't get any devices without paying full price for it which is crazy because I left Att and ******* and never had a problem getting devices. I only had to pay sales taxes. I'm thinking about porting my number back to ******* or Att because I have had nothing but problem here. Also the insurance that you all use which is Assurant is the worse. I filed a claim for a lost device over a month ago and they shipped the device out but *** loss the package in transit and now I have to wait until *** pay them for the loss package which is crazy especially since *** took full responsibility for the loss package. I have not paid my **** because of this. I don't think it's fair especially since I don't have my iPhone.
Business Response
Date: 08/09/2022
August 9, 2022

FILED ELECTRONICALLY

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

Re: Denauldo Scales
T-Mobile Account Holder: DLS Truck LLC
Your File No. 17648326
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 note, the account holder of record is DLS Truck LLC and Denauldo Scales is an authorized user of the account.

T-Mobile regrets any concerns to **************** regarding handset purchases and his recent insurance claim, and we appreciate the opportunity to assist him. Please note that at the time of activation of a post-paid account, T-Mobile requires consent to a check credit. Based on the customer or business personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines they qualify for, any required deposit per line of service, down payment for new equipment, as well as the amount of Equipment Credit Line (ECL) T-Mobile can offer.

On May 28, 2022, **************** leased an Apple iPhone 13 *************** on our JUMP! On Demand (JOD) lease program and agreed to 17 monthly payments of $0.17 with the 18th and final payment being $0.11. Please note, based on the initial credit evaluation, **************** was required to remit an upfront capital cost reduction payment in the amount of $814.99 when leasing the Apple iPhone 13 ***************. At the end of the lease, **************** may return the handset to T-Mobile and no additional charges will be assessed. If **************** opts to buyout the Apple iPhone 13 ***************, he will be required to remit payment for the purchase option price in the amount of $282.00 plus tax. **************** also subscribed to our Protection 360 insurance feature at the monthly cost of $18.00.

On July 1, 2022, **************** initiated an insurance claim for the Apple iPhone 13 *************** through the third-party insurance provider, Assurant. Pursuant to *** tracking number 1Z50E70V1365594438, the handset was delivered on July 5, 2022. However, as **************** indicated that he never received the handset, an investigation was filed by *** on July 7, 2022. Please note, T-Mobile and Assurant operate as separate entities. As such, T-Mobile does not have access to Assurant records.

The billing statement dated August 1, 2022, generated in the amount of $468.35. This statement consisted of a past due balance in the amount of $260.65 for the billing period of June 1, 2022, through June 30, 2022, and new monthly access charges, taxes, and fees for the billing period of July 1, 2022, through July 31, 2022, in the amount of $207.70.

On August 3, 2022, as a result of non-payment, the account was suspended. The same day, as a gesture of goodwill, T-Mobile issued a **** credit in the amount of $70.04, updating the account balance to $398.31. Additionally, **************** agreed to a two-part payment arrangement and agreed to pay the amount of $95.30 on August 10, 2022, and the amount of $95.31 on August 24, 2022. Thereafter, the account was restored from suspension.

Please note, as **************** initiated the insurance claim with Assurant, for any concerns regarding his replacement, T-Mobile recommends that he contact them directly at ************. 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.

***** Rivas
Executive Response
Initial Complaint
Date:07/30/2022
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.
June 30, 2022 $130-135.00 I went to T-Mobile to add a line to my account. The agent told me and my mother that there was a promo going on. I had one line already so if I added this 2nd one I went in for, then the third line would be free. (Also with the third line I could pick any phone for free, that day or I could come back within 14 days and pick a phone.) Also with the 2nd line your bill altogether should be at least 185 each month insurance included as well as the first line because it already had the magenta max ********** They also provided a home internet box with a 14 day trial. Said if not returned after the trial they would charge 30$. I returned it after ***** days. *Hoping my bill would decrease to the 185 we talked about in store. I went back probably two days after June 30th to pick a free phone. Another person explained to me thats not how it goes. I would I have to put down basically half the amount for whatever phone I picked. I have this X amount of earned credits and Ive used half of them already for my first line. (When I got the 2nd line and 3rd line (free) earned credits were not mentioned to me at all.) So I have to put money down regardless of what phone I wanted.*There is no free phone. My bill shot up to $228 and will now be $218 for the upcoming months I made sure to ask questions before leaving just to clarify before getting the phone that was free.( the 2nd and 3rd line) If I do come back within 14 days I can get any phone it doesnt matter which one right?-it doesnt matter which one any one is fine. Coming back will I have to put any money down for the free phone I do choose to pick? -you have already paid for the line so you just pick the phone you want.*There was a lot of upscaling and miscommunication for any products or services purchased that day, its ridiculous.*My bill is way over the amount they told me and Ive spoken on the phone & the charges dont add up to the amount I discussed with them 2x
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

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

Re: *******************;
Your File No. 17648109
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 we have made attempts to contact **************** which have proven unsuccessful. As such, T-Mobile will make every effort to address **************** concerns within this letter.

T-Mobile regrets any concerns **************** has regarding the above-referenced account, and we appreciate the opportunity to respond. Records confirm on May 4, 2022, **************** activated the account with one voice line ending in **** on our Magenta *** rate plan for $90.00 a month and $18.00 for Protection 360 device insurance. **************** qualified for and accepted our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 11 device with 24 monthly installments of $15.84. The account qualified for our 2021 Apple Activate P5 promotion which provides a $10.42 monthly Recurring Device Credit (RDC), reducing the cost to $5.42 for the Apple iPhone 11 device.

Please note Ms. ******* billing cycle close date is the 4th of each month, and the account has a due date of 25th of each month. The confirmed monthly recurring charges were $113.42; however, on June 30, 2022, **************** added two additional voice lines ending in **** and ****, which were subscribed to the Magenta *** family rate plan for $185.00 per month with taxes and fees included. Additionally, on June 30, 2022, **************** activated T-Mobile Home Internet line ending in 6433. The billing statement dated July 5, 2022, reflected a balance of $228.92, and consisted of rate plan charges, equipment charges, and service charges from the June 5, 2022, through July 4, 2022, billing period and was due on July 25, 2022.

The Home Internet line was cancelled on July 12, 2022. On July 27, 2022, **************** remitted a $114.00 payment towards the owed balance of $228.92, which revised the account balance to $114.92. The August 5, 2022, billing statement reflected a balance of $282.77, of which $114.92 remained past due from the July 5, 2022, billing statement. New charges on this billing statement in the amount of $167.85 consisted of rate plan charges, equipment charges, service charges, and a late payment fee from the July 5, 2022, through August 4, 2022, billing period and was due by August 25, 2022.

Please note, as the account qualified for our ****************** promotion, the account is provided with a monthly discount of $34.70 reducing the rate plan charges to $150.00 per month.

Our office has confirmed the monthly recurring charge are $150.00 for three lines on our Magenta *** rate plan with the 2022 Line On Us P2 promotion, $5.42 for EIP associated with the Apple iPhone 11 device with the 2021 Apple Activate P5 promotion, and $27.00 for Protection 360 on lines ending in **** for a total estimated bill of $182.42. It is T-Mobiles position the **************** has been billed in accordance with the rate plan she subscribes to and equipment she purchased. We regret any inconvenience **************** experienced.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. ******* recent contact with our retail location or Team of Experts (TEX).

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

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

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 08/16/2022

Complaint: 17648109

I am rejecting this response because: My bill is not ****** as discussed its ******, Ive been trying to reply but here is no response I would to like to cancel the second line. I left can messages and no call back. I have further my pay arrangement because I no longer want this line .

Sincerely,

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

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 23, 2022, regarding the above-referenced account. Please be advised we have made attempts to contact **************** which have proven unsuccessful. As such,T-Mobile will make every effort to address **************** concerns within this letter.

T-Mobile regrets any concerns *************** has regarding the above-referenced account, and we appreciate the opportunity to respond. As outlined in our previous response dated August 12, 2022, records confirm on May 4, 2022, *************** activated the account with one voice line ending in **** on our Magenta *** rate plan for $90.00 a month and $18.00 for Protection 360 device insurance. **************** qualified for and accepted our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 11 device with 24 monthly installments of $15.84. The account qualified for our 2021 Apple Activate P5 promotion which provides a $10.42 monthly Recurring Device Credit (RDC), reducing the cost to $5.42 for the Apple iPhone 11 device.

Please note Ms. ******* billing cycle close date is the 4th of each month, and the account has a due date of 25th of each month. The confirmed monthly recurring charges were $113.42; however, on June 30, 2022, **************** added two additional voice lines ending in **** and ****, which were subscribed to the Magenta *** family rate plan for $185.00 per month with taxes and fees included. Additionally, on June 30, 2022, **************** activated T-Mobile Home Internet line ending in ****. The billing statement dated July 5, 2022, reflected a balance of $228.92, and consisted of rate plan charges, equipment charges, and service charges from the June 5, 2022, through July 4, 2022, billing period and was due on July 25, 2022.

The Home Internet line was cancelled on July 12, 2022. On July 27, 2022, **************** remitted a $114.00 payment towards the owed balance of $228.92, which revised the account balance to $114.92. The August 5, 2022, billing statement reflected a balance of $282.77, of which $114.92 remained past due from the July 5, 2022, billing statement. New charges on this billing statement in the amount of $167.85 consisted of rate plan charges, equipment charges, service charges, and a late payment fee from the July 5, 2022, through August 4, 2022, billing period and was due by August 25, 2022.

Please note, as the account qualified for our ****************** promotion, the account is provided with a monthly discount of $34.70 reducing the rate plan charges to $150.00 per month.

Our office has confirmed the monthly recurring charges are $150.00 for three lines on our Magenta *** rate plan with the 2022 Line On Us P2 promotion, $5.42 for EIP associated with the Apple iPhone 11 device with the 2021 Apple Activate P5 promotion, and $27.00 for Protection 360 on lines ending in **** for a total estimated bill of $182.42. It is T-Mobiles position the **************** has been billed in accordance with the rate plan she subscribes to and equipment she purchased.

Please be advised a payment has not been submitted from *************** since July 27, 2022, for $114.00 and not the agreed $187.41 which is what also caused past due balance to add up. To amicably resolve Ms. ******* concerns on August 24, 2022, a billing adjustment for $113.69 has been applied towards the owed balance of $282.77 reducing cost to $109.17 due by August 25,2022. 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: 17648109

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:07/30/2022
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.
T-mobile.com is advertising business unlimited ultimate plan for 6 lines for $30 each line as promotion and i called Cs many times and calls go to over seas and is very difficult to commutate as almost ******** have lack of knowledge in English speaking . I was promised my plan was switched and i will be getting $10 per line as **** credit that's $60 a month as **** credit which i dint see. I called enough times and every call last more then an hour as they cant understand and refuse to forward calls to a *** rep.
Business Response
Date: 08/11/2022
August 11,2022

FILED ELECTRONICALLY

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

Re: ***************************
T-Mobile Account Holder: A1 Dollar Inc.
Your File No. ********
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 30, 2022,regarding the above-referenced account. Please be advised the account holder of record is A1 ************ and *************************** has been designated as an authorized user of the account. ********************** is pleased to inform you that upon speaking with Mr. ********* he confirmed his concern has been addressed to his satisfaction.

T-Mobile regrets any concerns Mr. ******** has regarding the account, and we appreciate the opportunity to address this matter. On April 13, 2013, Mr. ******** activated the account and has six voice lines of service with the mobile numbers ending in ****, ****, ****, ****, ****, and 2508. Please note Mr. ******** has changed rate plans on several occasions throughout his tenure with T-Mobile but as of June 9, 2022, subscribed to the Business Unlimited Ultimate rate at a cost of $240.00 per month. The rate plan included six voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.

In Mr. ********s correspondence,he is referring to the T-Mobile For Business (***) 2022 Switch P4 offer. New business customers could get a $10.00 per month discount per line of service via monthly recurring **** credits, when they activated a new account and activated a new voice line of service on a qualifying Business Unlimited Ultimate rate plan. Unfortunately, as Mr. ******** is an existing customer, and the offer is for new accounts only, the account is not eligible for the *** 2022 Switch P4 offer. Please be advised our records do not reflect Mr. ******** was advised the account was eligible for the *** 2022 Switch P4 offer.

On August 8, 2022,upon speaking with Mr. ********* we explained that the offer is for new accounts only. Should Mr. ******** have any questions regarding this matter, or the information provided, he may contact our office at the number listed below. T-Mobile regrets any inconvenience to 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 ********

****** Tellez
Executive Response
Customer Answer
Date: 08/13/2022

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:07/30/2022
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 have a T-Mobile family plan and have been a customer for over 20 years. In **** 2022, my son and I visited ***** and purchased an international pass (for two of the lines) at $50/month per line. We were told by T-Mobile that the international pass allows us unlimited calls in ***** and was valid for one month, Upon return at the end of ****, we started receiving notification about extra data charges. We were then notified via text in July that our **** will be over $750 for **** (our family plan for four lines is for about $155/month). Upon calling T-Mobile multiple times, I was informed that we had incurred these extra charges because we were in ***** during this visit, a location apparently not covered by the international pass. Upon pointing out to the *** that we were never in ***** but always within ***** we were told that we were close to the ***** boarder and the calls we made were routed via a cell tower in *****. This is the most ridiculous explanation. If T-Mobile uses cell towers outside ***** for calls made within ***** this is their prerogative, but they cannot charge a customer who has been told that calls from ***** are included in the plan they have purchased. After multiple calls to T-Mobile and talking to the supervisor, I was told the best we could get was a 40% reduction in our ****, an amount of about $200. We were still going to be charged an extra about $250 for calls that should have been fully covered by the international passes we purchased. What is most shocking is the lack of customer care provided. We have never been late in any payments and have been customers for over 20 years (so have paid in excess of $37,000 to T-Mobile).I would like T-Mobile to admit their error and completely remove the extra charges on our ****. Why did they tell us that our international plan covered all calls made in ***** and then slap on these excessive fees for CALLS MADE IN *****. This is entirely a bait and switch.
Business Response
Date: 08/09/2022

August 9, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17647647
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 30, 2022, regarding the above-referenced account.

Please be assured T-Mobile strives to provide an ****************** experience to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We regret hearing of **************** concerns regarding international roaming charges billed to the account, and we appreciate the opportunity to respond.

In late 2013, T-Mobile began offering customers on eligible rate plans the largest global data coverage included at no extra charge. Records reflect the account is subscribed to T-Mobiles Simple Choice Value Family Unlimited Talk Text and Data which includes Simple Global. This global freedom is available in over 140 countries and destinations (see www.t-mobile.com/international for participating countries). With Simple Global, customers have discounted calling, free unlimited texts, and unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, e-mail, social networking, and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when traveling abroad. Finally, voice calls back to the **** and other Simple Global countries are at a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost.

Please note customers traveling to a country outside of Simple Global coverage incur text charges at $0.50 per message sent or received and data roaming charges at our standard rates of $15.00 per megabyte (plus taxes & fees). Voice charges typically vary by country. T-Mobile recommends customers visit www.t-mobile.com/international to see the current rates in the countries to which they will be traveling. According to our records, the mobile number ending in **** was used in ******** and *****, covered under Simple Global, incurring charges of $12.50 in roaming calling charges which were billed accordingly to Simple Global rates. Additionally, the mobile number ending in **** was used in *****, which is also an eligible Simple Global country. However, due to an inadvertent system error, web access charges totaling $510.95 were billed to the account. On June 11, 2022, the lines ending in **** and **** each purchased a $50.00 15GB international pass of up to 30 days.

Please be advised that upon the handset registering with a foreign network, a text message is sent to the handset informing the customer of applicable rates in the country in which they are located. When traveling close to an international border, T-Mobile recommends customers confirm which network the handset is registering with before usage. Should the handset register with a foreign carriers network, customers can manually select the correct network on the handset.
The message sent states:

<Welcome to #countryname!> Your T-Mobile plan gives you unlimited data up to 2G speeds and texts at no extra cost! Calls at 20 cents/min. Visit t-mo.co/intl-roam to learn more and view additional data options. Enjoy your stay!
In an effort to amicable resolve this matter, on July 29, 2022, a credit of $204.38 was posted to the account towards the web access roaming charges in *****. On August 5, 2022, T-Mobile attempted to contact ************** to discuss his concerns. As we were unable to reach him, a voicemail was deposited advising that as a full resolution to his concerns, an additional credit of $306.57 was issued to the account towards the remaining web access roaming charges in *****. The account was left with a credit balance of $349.16. We regret any inconvenience to **************, and we value his loyalty to our brand.

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.

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

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:07/30/2022
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.
Please see supporting doc.
Business Response
Date: 08/09/2022
August 9, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 17647504
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 30, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ****************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. Records reflect on March 21, 2022, ****************** activated three voice line of service ending in ****, **** and ****. Please note ****************** is enrolled in our optional AutoPay service. AutoPay allows customers to designate a credit card account, checking account, or savings account to use for the purpose of paying monthly recurring charges associated with their T-Mobile account. This payment is automatically processed each month using the selected payment method approximately two days before the billing statement due date. As ****************** is enrolled in AutoPay, she receives a $5.00 monthly discount per each paid line of service.

Between March 21, 2022, through April 22, 2022, ****************** subscribed to the Magenta *** rate plan for $150.00 per month for the first two voice lines, and $35.00 per month for each additional line. While subscribed to the Magenta *** rate plan, ****************** received a monthly discount of $35.00 for the mobile number ending in **** as part of the 2022 Line on Us P2 promotion.

On May 10, 2022, ****************** contacted her Team of Experts (TEX) regarding her monthly ****, and at that time, her rate plan was changed to Magenta rate plan for $130.00 per month for the first two voice lines, and $25.00 per month for each additional line per her request. Please be advised, this rate plan change was backdated and took effect on April 22, 2022. ****************** maintained the 2022 Line on Us P2 promotion. Therefore, she receives a monthly discount equal to that of the monthly cost of the mobile number ending in ****, reducing the rate plan cost of her three lines to $130.00 per month ($120.00 with AutoPay).

On March 20, 2022, ****************** purchased two Apple iPhone 13 ************* handsets using our Equipment Installment Plan (***) for $1,099.99 per handset, for the mobile numbers ending in **** and ****. At the time of purchase, ****************** was not required to remit a down payment. However, she agreed to a series of 24 monthly installments of $45.84, per handset. ****************** receives a monthly device credit of $29.17 for the mobile number ending in **** as part of the 2022 Apple Buy 2 P2 offer. With the 2022 Apple Buy 2 P2 offer, customers who purchased an Apple iPhone 12 or 13 series handset could get up to $700.00 off a second device via 24 monthly device credits when they purchased both on *** and activated a new voice line on an eligible rate plan. Please note it *** take up to two billing cycles for the monthly device credits to reflect on an account. This promotion did not require the trade-in of a handset. However, customers who elected to trade-in a handset receive a one-time device trade-in **** credit. Records reflect ****************** traded-in an Apple iPhone SE and on April 24, 2022, the account received a one-time trade-in credit of $80.00. Additionally, ****************** traded in an Apple iPhone 8 Plus 64GB handset and was provided a one-time trade-in credit of $75.00 on April 27, 2022.

On April 7, 2022, ****************** contacted TEX wherein she advised that one of the Apple iPhones was experiencing issues. ****************** was provided a prepaid shipping label and was advised to return the non-working device. Additionally, ****************** was advised she could visit a retail store to purchase another phone.

On April 8, 2022, ****************** purchased an Apple iPhone 13 ************* handset for $999.99. At the time of purchase, a down payment was not required; however, ****************** agreed to a series of 23 monthly installments of $41.67 and one final installment of $41.58, for the mobile number ending in ****. At the time of the purchase ****************** was enrolled in the 2022 Apple Trade P5 offer with a monthly credit of $13.55. With the 2022 Apple Trade P5 offer, between February 4, 2022, through April 20, 2022, customers could purchase an Apple iPhone 12 or Apple iPhone 13-series handset and get up to $800.00 off via one-time trade-in credit and monthly device credits, when they purchased the device on *** and activated a new voice line of service. Please note, the value of the offer is determined by the trade-in make and model. Some models qualify for less than the full $800.00 value, such as the case for ************ account.

Please note on April 24, 2021, ************ non-working Apple iPhone 13 Pro *** for the mobile number ending in **** was received at our warehouse. Therefore, the *** was marked as returned and closed.

Regarding ************ monthly **** concerns, T-Mobile reviewed the billing statements beginning with the March 22, 2022, date through the July 22, 2022, date, and can confirm she was billed in accordance with the selected rate plans, devices, promotions, and features, including the ****************** Passes and International Calling features which were added.

Regarding ************ roaming concerns, records reflect on June 23, 2022, ****************** contacted TEX as she was in ******* and her roaming services were not working properly. Unfortunately, while troubleshooting was being completed, the call dropped. ****************** did call back; however, the call continued to get disconnected. On June 24, 2022, ****************** attempted to reach TEX once again and she was issued a one-time credit of $30.00 for the inconvenience. After the credit was given, unfortunately the call dropped again. While roaming internationally, T-Mobile customers are utilizing the local network(s) of the countries which they are visiting. It is important to note T-Mobile cannot guarantee roaming coverage as there several factors and conditions that *** interfere with actual service, quality, and availability.

On July 1, 2022, ****************** purchased a 10-day 5GB ****************** Roaming pass for $35.00. Please note International roaming passes provides up to 5GB of high-speed data in over 215 countries and destinations, and then up to 256kbps speeds after 5GB is used. On July 1, 2022, ****************** contacted her TEX and advised that she was still unable to use the service. Therefore, we advised ****************** to add the *********************** feature on the account at a cost of $15.00 per month. The *********************** feature provides calling and texting to other countries from the U.S. at a discounted rate. Unfortunately, the *********************** feature would not have assisted ****************** as she was not in the U.S. We apologize for any misunderstanding regarding the *********************** feature.

On July 16, 2022, ****************** purchased another 5GB ****************** Pass. ****************** was provided a credit of $37.88 for the ****************** Pass she purchased on July 16, 2022.

We understand from ************ correspondence she was advised to purchase an international SIM card to use service on the local carrier. Unfortunately, we were unable to locate a record of ****************** being advised to purchase an international SIM card. Additionally, we did not find a request for a Mobile Device Unlock for ************ handset. Pursuant to T-Mobiles policies, T-Mobile customers *** be eligible for a Mobile Device Unlock should they meet our eligibility requirements. T-Mobile makes exceptions to this policy for customers who are traveling internationally provided the **** of the device is not reported as lost or stolen, the device is sold by **********************, and the account is in good standing.

On August 1, 2022, our office spoke to ****************** regarding her concerns. During our conversation, we explained the above-mentioned device promotions. To assist with ************ billing concerns, we credited the remaining balance owed on the Apple 13 Pro *** handset that was purchased on April 8, 2022, totaling $833.31. With the device being paid in full, the associated device promotion of $13.55 per month was also removed. Additionally, we issued a goodwill credit of $74.19 which updated her balance to $136.00. Please note that ************ monthly ****, including her monthly device installment, is estimated to be $136.67. ****************** accepted this as full resolution to her concerns. Please note, certain account changes, like adding new lines of service, changing rate plans or feature, or purchasing new equipment, *** impact the monthly **** amount. 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

Better Business Bureau:
I appreciate the response from T Mobile, and am glad the account has finally been returned to what our agreement was, and what I was promised in the first place. It is unfortunate that my safety was compromised while traveling abroad by the misinformation I was given before and during my travels by T Mobile reps. The amount of time and frustration in dealing with T Mobile is huge. This complaint can be closed, but the fact that T Mobile has dishonest and misinformed workers, who lied to me numerous times, and literally tried to bribe me, leaves me with a complete distrust in this company. I will not get back the time I lost nor the hours I spent lost with no internet in a country I did not speak the language. The response from TMobile also is not an actual representation of my communication with them. This entire situation was damaging to my mental health and TMobile really needs to deal with the public in an honest manner.

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

Sincerely,

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

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