Complaints

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

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T Mobile USA Inc.

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

• 

  T-Mobile USA, Inc.

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

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  T-Mobile Usa Inc

  1580 Montgomery Hwy Birmingham, AL 35216-4586

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  T-Mobile USA, Inc.

  320 Avalon Ave Ste 4 Muscle Shoals, AL 35661-2877

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:07/30/2022

  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.

  T-Mobile's failure to provide reimbursement for promised payoff if we switch from ******* to T-Mobile. Please see letter attached that was mailed to T-Mobile.

  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. 17647376
  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 ***********************, and he has designated *********************** as an authorized user of the account.  ********************** is pleased to inform you that upon speaking with ****************, she confirmed her concern has been resolved to her satisfaction.
  
  T-Mobile regrets any concerns **************** has regarding the account, and we appreciate the opportunity to address this matter.  Please note, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any **** carrier to T-Mobile.  In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
  
  For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments.  The first payment is paid at the time of activation when a handset is traded in.  At that time, a trade-in amount is offered, and if accepted, that amount is applied either toward the down payment of new T-Mobile equipment or as a one-time credit to the account.  The second payment towards a prior carriers equipment installment balance is paid once the handset is received and the trade-in documentation has been submitted to http://www.switch2T-Mobile.com with the final billing statement showing the accelerated equipment balance.  As part of the Carrier Freedom program, customers are required to submit a final billing statement from their previous carrier reflecting the handset payoff amount, the make and model of the handset, and the mobile number associated with the handset.  The amount of the second payment is calculated by taking the final balance owed to the prior carrier and subtracting the amount already paid for the trade-in.  That second payment is then provided to the customer in the form of a prepaid card.  
  
  Additionally, as of June 11, 2020, and for a limited time, customers who ported over to T-Mobile could keep their eligible phone and we would reimburse them for their remaining device payment plan up to $800.00 for new submissions via a virtual prepaid card.  This program is known as our Keep and Switch program.  Please note, the submission for reimbursement must be submitted within seven days of activation to be eligible for the Keep and Switch program.  As part of the Keep and Switch program, customers are required to submit a final billing statement from their previous carrier reflecting the handset payoff amount, the make and model of the handset, and the mobile number associated with the handset.  Please note customers must submit the required documents at http://www.t-mobile.com/keepandswitch.  Additionally, please be advised neither the Carrier Freedom program, nor the Keep and Switch program are stackable with other handsets promotions.  Additionally, the Carrier Freedom and Keep and Switch program are for eligible handsets only.
  
  On July 13, 2022, **************** activated the account with two voice lines of service ending in ****, and 5842.  **************** subscribed to the **************** Voice rate plan at a cost of $90.00 per month which includes two voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.  Additional voice lines of service could be added at a cost of $15.00 per month per line of service.  Please note the account was eligible for a $5.00 per month discount per paid eligible line of service as **************** enrolled in AutoPay.  Please be advised the AutoPay discount can take up to two **** cycles to reflect on the account.  Our records do not reflect the account was activated during an eligible free Add-a-Line offer nor do our records reflect any offers extended to **************** for $200.00 for switching to T-Mobile.
  
  The billing statement dated July 14, 2022, reflected a total balance due in the amount of $90.00 which was due by August 6, 2022, and was for services from July 14, 2022, through August 13, 2022.  This balance was for new charges and consisted of monthly recurring charges, as well as applicable taxes and fees.  On July 23, 2022, **************** activated a third voice line of service with the mobile number ending in 5001.
  
  On July 30, 2022, **************** activated a DIGITS line of service with the Data with DIGITS number ending in ****.  **************** subscribed to the Data with paired DIGITS rate plan at a cost of $10.00 per month, which includes another SIM with the same mobile number as your existing line for calls and messages, and unlimited 3G data for the paired SIM.  Please note minutes and messaging are based on the primary line's rate plan and is designed for non-Apple smartwatches and other devices that do not require high speed data.  Additionally, please be advised this is not a standalone rate plan and requires a primary voice line of service to be linked to.
  
  Additionally, on July 30, 2022, **************** qualified for and took advantage of T-Mobiles Equipment Installment Plan (EIP) at a local T-Mobile retail location.  **************** purchased a ******* Galaxy Watch4 44mm device bearing the International Mobile Equipment Identifier (IMEI) number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $329.99 plus applicable taxes and fees.  At the time of purchase, **************** was not required to remit a down payment; however, he agreed to a series of ************************** the amount of $13.75, and a 24th and final installment in the amount of $13.74.
  
  Lastly, on July 30, 2022, **************** contacted T-Mobiles Team of Experts (TEX) to inquire about the Keep and Switch and the Carrier Freedom programs for his two ******* Galaxy S22 Ultra 5G handsets which had a remaining installment balance in the amount of $688.82 each.  **************** was advised the account did not qualify for the Keep and Switch program as the ******* Galaxy S22 Ultra 5G handsets he was attempting to bring to T-Mobile were not on the eligible handset list for the this program.  Additionally, **************** was advised that he did not qualify for the Carrier Freedom program unless the handsets were traded in.  **************** respectfully declined to trade-in his two ******* Galaxy S22 Ultra 5G handsets; however, as a courtesy, T-Mobile applied a one-time courtesy account credit in the amount of $500.00 to cover a partial amount of the device payoffs with Mr. ******* previous carrier.  Additionally, T-Mobile applied a one-time courtesy account credit in the amount of $10.00 as the account did not receive the AutoPay discount because two **** cycles had not elapsed.  As a result of the two credits mentioned above, the balance updated to a credit balance of $420.00.
  
  On August 10, 2022, as a courtesy and means to amicably resolve Ms. ******* concerns, T-Mobile offered a reimbursement via a prepaid refund card in the amount of $877.64 as a full and final resolution to her concerns, which would be shipped to the address of her choice.  **************** accepted T-Mobiles offer.  Please note it can take up to ten business days for the prepaid refund card to be received.
  
  Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. and Ms. ******* recent contact with a retail location or contacts to 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. 
  
  ****** Tellez 
  Executive Response
  
  

  Customer Answer

  Date: 08/12/2022

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

• Initial Complaint

  Date: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.

  A couple of year ago I purchased a ******* Galaxy Cell Phone S21 as a promotion when I opened a new cell phone line with T-Mobile. Per default T-Mobile install a range of preinstalled apps and features on any phone they sell like a T-Mobile start up window and logo, automatic cell phone storage manager that actually always want you to install certain apps that you manually has to deselect to avoid to be installed. Approx. 5 months ago I decided to pay out the rest of the credit to T-Mobile that I had on the phone as I was considering changing carrier. I have had tons of problems with T-Mobile Home Internet ending up with almost no home internet for 2 months. When I paid out the credit on the phone, I got the confirmation from a T-Mobile customer service agent that after the phone is paid out T-Mobile will remove all T-Mobile promotion and preinstalled apps as it is no longer T-Mobile asset. This did not happen, and I have no way to delete these preinstalled features myself. I have complained about this several times to T-Mobile and today I am informed by two different customer service agents that it is impossible *** remove the T-Mobile promotion start-up screen and also the preinstalled apps and features like storage managements. Actually, the storage management feature doesn't currently work and keeps showing an error message. I have no way to stop this feature for constantly popping up on my phone which adds another layer of frustration with T-Mobile. I want to complain about T-Mobile on the verge to do improper promotion to clients against common federal rules on phones purchased through T-Mobile even after the phones is no longer T-Mobile property. I am even told today by a T-Mobile customer service agent that this is not only T-Mobile who do this but all the major US Phone carriers. I suggest this to be investigated further, and I want all preinstalled T-Mobile features, apps and services uninstalled permanently from my phone soonest possible.

  Customer Answer

  Date: 08/09/2022

  Dear BBB, 
  
  I hope everything is going well and that it has been a nice weekend. 
  
  First of all thank you very much for accepting my complaint against T-Mobile complaint # ********. I really appreciate you professional and respectful service that has helped me before. 
  
  I have an important update that I would like to include in the complaint and to be shared with T-Mobile. Yesterday, Friday August 5th 2022, I receive a text message from T-Mobile that I have no option to reply to or clarify my case:
  
  *********** Deposited a new message:
  "Hello. My name is *********************** and I am calling with T mobile with regards to concerns on your preinstalled applications. I certainly am sorry for any confusion with regards to this matter. Unfortunately, preinstalled applications are not able to be removed even if you pay off the device, and I would encourage you to contact ******* to see if there's any way that they, they would be able to assist you. Their phone number is ************. If you have any further concerns with regard to this matter, you're more than welcome to contact your team of experts by dialing 1 809 ******. Thank you. And have a wonderful day."
  Click here: *********** to listen to full voice message.
  
  I think everyone with just minimal technical and commercial background knows that there is absolutely no such thing that T-Mobile cannot first pre-installed features and apps on ***** phones they sell and then they can't remove them again. And if so it is clearly against any human marketing, commercial or consumer protection laws. T-Mobile with this text message pushes thier left over promotion featured and apps for thier clients to handle and get rid of. This for me underlines that T-Mobile and perhaps all major US Carriers is performing transgressive promotion which in this case is clearly against the will and which of a customer and makes me feel extremely uncomfortable just thrown under the bus by T-Mobile in this case. 
  
  Please inform T-Mobile that based on this denial yesterday I will create a case with FTC where everything from this case goes into and ask FTC to make a detailed investigation of this transgressive promotion practice by T-Mobile and perhaps all other major phone carriers as an T-Mobile agent mentioned for me on the phone. 
  
  I hope you will receive this email and kindly confirm the reception of this email. Thank you in advance. 
  
  Warm regards 
  Niels Vilstrup 
  
  

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
              Re:                  ***************************
                          Your File No. 17647281
                          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 regret any concerns ******************** has regarding a pre-installed application on his handset,and we appreciate the opportunity to review and address his concerns.  Records reflect on March 25, 2021, ******************* purchased a ******* Galaxy S21 5G 128GB handset.
  
  Although Mr.Vilstrap contends that T-Mobile must remove our logo and other T-Mobile branding from the device once purchase is complete, we must respectfully disagree.  T-Mobile purchases custom T-Mobile devices from manufacturers designed specifically to operate on our network and containing customized preinstalled hardware, firmware, and software for that and other purposes.  Regardless of how the device is purchased or received, the device is branded as a T-Mobile network device and retains our customization.  Customers have the option to purchase non-branded devices without such customizations.  Unfortunately, T-Mobile is unable to remove the referenced applications, as they are pre-installed.  Additionally, we recommend ******************** contact his handset manufacturer, *******, for further information regarding the pre-installed application and if there is an option to have this unwanted application removed.  ******************* *** also find available resources at https://www.samsung.com/us/ or he *** reach out to ******* technical support at **************.  It is important to note, when purchasing a handset, the equipment is manufactured and sold with pre-installed applications and programs that assist the handset in functioning properly.  These pre-installed applications come directly from the manufacturer and not T-Mobile.
  
  Regarding ******************* mention of the Home Internet coverage, records reflect on April 8,2021, he activated a Home Internet line ending in ****, and on May 4, 2022, it was canceled per his request.  T-Mobile cannot guarantee coverage in all areas as there are several factors and conditions that *** interfere with actual service, quality, and availability.  We regret that the service did not meet his needs.
  
  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: 08/13/2022

   
  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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a T-Mobile plan for a little over 2 years. with excellent payment history i never had a problem with them until now. soon after i paid off the phone, the phone broke and i was unable to use it. i went into there store to get an upgrade but was told i needed a down payment because i was going from an iphone 10xr to the iphone 13 pro **** and i told them with my 700+ credit score I've never required a down payment on anything. they said it wasn't based on credit, it was based on what type of phone i was getting. i called there customer service and was told the same thing. so i took my business to **** and got the phone i wanted with no money down except for taxes. since the phone was broken and i mentioned it to them T-Mobile didn't make me aware that if i didn't close the line i was going to keep on getting charged for the account even though the phone wasn't in use. when i found out i complained and told them to close the account and remove my automatic payment from there system. after a a month i had to pay my T-Mobile home internet to lady i spoke with almost charged my account $265 for the previous phone charges and home internet. i told her i was only paying going to pay the $55 for the home internet and never paying the phone fees because the phone was payed off and broke and i was getting charged for a service i didn't have. and i was not made aware to close the line. to avoided unnecessary fees. she said its fine and told me if i set up automatic payments for the home internet i would save $5 and only pay $50 monthly for the one internet. four days later my card got charged $210 with out my consent i spent over an hour trying to get this resolved with my bank and T-Mobile customer service. they told me they can to anything about it because when i set up auto pay i consent to there terms and conditions. they never read them to me when they listened to the previous recording they refunded me and im still getting charged and they suspended my internet.

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  T-Mobile Account Holder: ***** Ambrizmartinez
  Your File No. 17647070
  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 records confirm the account holder of record is ***** Ambrizmartinez and we have confirmed ***** Ambrizmartinez and *********************** are one and the same.  Should a name change be needed, a marriage, divorce certificate, or legal name change document can be provided in a corporate store to update the account name.
  
  T-Mobile regrets any inconvenience **************** has experienced regarding his T-Mobile account, and we appreciate the opportunity to review and address his concerns.  T-Mobile records show **************** activated service on February 24, 2020, with the voice line ending in **** and was subscribed to our Magenta Plus Single Line rate plan for $90.00 a month.   On March 29, 2020, **************** added the line ending in **** for his T-Mobile Home Internet rate plan, with the monthly cost of $55.00 before AutoPay.  At the time of Home Internet activation, we provided **************** with an *** Wi-Fi Gateway.  However, it should be noted that the *** Wi-Fi Gateway is T-Mobile property and if not returned in an acceptable working condition upon cancelation of service, the account may be assessed a non-return fee of up to $370.00 plus applicable taxes and fees.  **************** billing cycle runs from the 25th of one month, to the 24th of the following month, with a due date of the 17th. 
  
  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. Similarly, any post-paid customers who wish to obtain new equipment and finance it through either our Equipment Installment Plan (***) or JUMP! On Demand (JOD) programs may be required to consent to a check of their personal credit.  Based on an individuals 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 a new customer qualifies for or any required deposit per line of service.  In addition, for any customer asking to use these financing programs, the credit check provides information about what T-Mobile can offer that individual for financing terms. 
  
  As noted in **************** correspondence, he was asked to remit a down payment as part of the purchase of an Apple iPhone 13 ********************** While we regret any misunderstanding about the *** and how it relates to **************** personal credit, his down payment requirement is determined by several factors including handset selected, individual account tenure, payment history, and personal credit information.  We regret that we were not able to accommodate Mr. ****** request for zero down.  
  
  AutoPay is a free feature that 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.  Customers who have AutoPay, are eligible to receive a $5.00 credit per month, per eligible line of service.  Records show AutoPay was added to the above-referenced account on March 29, 2022, and removed on April 15, 2022.  Our records reflect that it was re-added to the account on July 10, 2022, and removed again on August 3, 2022.
  
  On April 27, 2022, **************** called into his TEX and requested the mobile number ending in **** be seasonally suspended until July 27, 2022.  Please note, a seasonal suspension requires that the account be kept current and carried a $10.00 suspension charge for the mobile number ending in ****.     
  
  On May 13, 2022, as payment was not made timely, the account was partially suspended and on May 18, 2022, fully suspended.  As payment was not received, the account was canceled for non-payment on July 4, 2022.  Once the account was canceled, T-Mobile systematically sent a prepaid label to **************** to return his Home Internet Gateway to avoid the non-return fee. 
  
  On July 10, 2022, **************** made a payment of $55.00, which updated his account balance to $221.10, and then re-enrolled in AutoPay .  Additionally, **************** contacted T-Mobile to request the restoral of the Home Internet line, which was processed accordingly and resubscribed to the T-Mobile Home Internet rate plan, with the monthly cost of $50.00 including AutoPay.  
  
  On July 15, 2022, the first AutoPay of $221.10 was made toward the account, which updated the account balance to zero.  On July 15, 2022, **************** called into his TEX and requested the payment of $210.10 refunded, which was processed on July 16, 2022, and updated the account balance to $210.10.  
  
  The billing statement dated July 25, 2022, reflected a balance of $334.49, of which $221.10 remained past due from the previous billing cycle.  New charges on this billing statement in the amount of $113.39 consisted of rate plan charges, restore from suspend fees, and a late payment fee from the June 25, 2022, through July 24, 2022, billing period. 
  
  On August 3, 2022, **************** reached out to his TEX and was provided with **** credits totaling $262.96 to the above-referenced account, and as of the date of this correspondence the account reflects a balance of $71.53.  We have found that **************** was billed in accordance with the services he subscribed to, and therefore, we respectfully decline to apply any further credits to the account.  We regret any concerns **************** may have 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 USA, INC.
  
   
  **** Greene   
  Executive Response
  
  

• 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 been a customer of ********************** for years now. Ive also been an exemplary customer, never late on my payments. Always paid my **** early every month. Recently I lost my job and am in the process of trying to find new employment. The customer service department at ********************** would not try to even humor me when I explained I had to cancel my service because of this. I simply wouldnt be able to afford it as of now, representatives kept hanging up or disconnecting the line to try and get rid of me. Even managers didnt try to offer me a solution. This is ridiculous, I offered to send back the phones I have which are in perfect condition but they are insisting that they will not take them back and want me to pay the full price without any kind of payment arrangement. I explained to them this isnt possible as Ill be tapped for money for I dont know how long. They were rude and one manager even threatened to add interest on the remaining balance of my account knowing fully everything im going through. Ive never had this kind of experience with any business. I refuse to pay this remaining balance after being treated like this and I want T-Mobile to take responsibility. If they dont want to send me return labels to take their devices back then that is not on me. I cannot pay for them with no income flowing, at this point Im struggling to make ends meet. If there is anyone who can help me with this I would seriously appreciate it because I dont even know what to say at this point, Im appalled.

  Business Response

  Date: 08/09/2022

   
  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17646940
  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, and we appreciate the opportunity to respond to this matter.  Records reflect on June 21, 2021, **************** purchased an Apple iPhone 12 mini 64GB handset using our Equipment Installment Plan (EIP) offering for $729.99.  **************** was not required to remit a down payment at the time of purchase; however, he agreed to a series of 23 monthly installments of $30.42 and one final installment of $30.33, for the mobile number ending in 4760. 
  
  Additionally, on November 5, 2021, **************** also leased an Apple iPhone 13 128GB handset using our JUMP! on Demand (JOD) offering.  At the time of the lease, **************** was required to remit a Capital Cost Reduction payment of $49.99.  Additionally, **************** agreed to a series of 18 monthly payments of $30.00, and a Purchase Option Price (POP) of $223.91 including taxes, for the mobile number ending in 4760.
  
  Please be advised that T-Mobile provides customers with a 14-day return period, wherein they can return any equipment which does not meet their needs, and at that time, they will not be held liable for the remaining balance owed.  Should a customer choose to keep the equipment past the return period, the balance does become valid.  It is important to note if an account cancels with an open EIP or JOD, the remaining balance, POP, and taxes are accelerated and placed on the final statement.
  
  Records reflect on July 29, 2022, regrettably, **************** canceled his service with T-Mobile.  During this time, **************** inquired about the possibility of returning the equipment and was advised that he was unable to return it per our policy.  It should be noted that T-Mobile does not add interest to balances owed, however, customers may be subject to late fees, should a balance remain unpaid by the due date.  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, and we appreciate ****************** feedback regarding his experience.
  
  To amicably resolve this matter, although **************** is past our return period, we will allow him to return the Apple 12 mini and Apple iPhone 13 to the address listed below by August 30, 2022.
  
  T-Mobile *** Inc.
  Attn: ***********************
  1201 ***************
  ***********, ** 87107
  
  T-Mobile is unable to provide **************** with a prepaid return label.  We encourage **************** to use a traceable carrier to return his equipment and include his account number inside the box.  As a reminder, the equipment must be in good working condition, with no damages, including liquid or water damage, and all passwords must be disabled, including the Find my iPhone feature.  Upon receipt of the equipment, T-Mobile will issue a credit for the remaining balances totaling $815.91 including taxes.  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: 08/09/2022

   
  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. I have also already mailed back the devices to the address T-Mobile provided me and sent proof of the return with tracking information. I havent receive a response from ****** yet, id only like this complaint to be closed once they confirm they have received the returned phones and have cancelled my balance. Thank you to whoever handled this at BBB. You guys are doing gods work
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/30/2022

  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.

  In December 2021 I switch my phone services from T-Mobile to **** because I want to do the iPhone 13 and T-Mobile only wanted me to get the iPhone ********************************************************************* to leave T-Mobile so I did so I switch to **** All my payments to T-Mobile was on auto pay and Ill call them and ask them if I have anything past due I paid my last **** for T-Mobile in January and it was $20 fast forward to July they sent me to outside collection agency I spoke to a representative at the collections agency stating that I pay T-Mobile in full the outside collection agency that contacted my phone did not send a letter to my house to verify their company T-Mobile had a data breach and I receive various calls and text messages from scammers ask the collection agency to verify their company and they refused to do so they put a balance on my credit to destroy me

  Business Response

  Date: 08/10/2022

  August 10,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17646505
  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 ******************** may have experienced regarding his final balance and we appreciate the opportunity to review and address his concerns.  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 numbers (SSN), name, address, date of birth and government ID information was compromised.
  
  T-Mobile notified current customers or primary account holders who had such data compromised and there is no record that the above data elements related to ******************** were impacted.
  
  However, if ******************* still has concerns, he can take proactive steps to protect his data and identity.  To be clear, we have no confirmation that Mr. ********* information was impacted, and we have no evidence that financial account numbers or username/password combinations to online accounts were accessed or acquired in the breach.  Furthermore, if ******************** has not registered for the identity protection services offered, 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.
  
  T-Mobile records show ******************** activated services on September 19, 2019, and had four lines ending in 4583, 9727, **** and ****.
  
  Most postpaid T-Mobile accounts are billed by a system known as **** current.  This means charges for Mr. ********* rate plan are billed in advance of the service being provided and become due within that billing cycle.  For instance, Mr.********* billing cycle runs from the 3rd of one month through the 2nd of the next month.  In this case, those charges are then due on or around the 23rd.  ******************** also was subscribed to AutoPay.  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.  Customers who have AutoPay, are eligible to receive a $5.00 credit per month, per line of service.
  
  T-Mobile records indicate that on August 8, 2020, ******************* visited a retail location, qualified for, and took advantage of our Equipment Installment Plan (***) offering with the purchase of an Apple iPhone SE2 64 GB red handset for his line ending in 4583.  The device was $399.99 plus taxes.  Please note that ******************** was not required to remit a down payment; however, he agreed to a series of ************************** the amount of $16.67 added to the monthly billing statements.  It should be noted that per the terms of the **** should Mr. ********* account be cancelled prior to the *** balance being met, any remaining *** balance will then accelerate and become due in full on the final billing statement.  
  
  Based on Mr. ******************* he qualified for our handset promotion, the 2020 Apple Activate Promo 3.  This promotion provided $200.00 off his handset in 24 recurring device credits (RDC) of $8.34, while continuing the met the eligibility requirements.  Please note promotional credits will be paid out for the full term of the *** with no means to speed up their payout. Additionally, if the account is cancelled prior to receiving all monthly **** credits, any remaining promotional credits may stop.
  
  T-Mobile tries to run promotions for every make and model of handset we carry, and regret we did not have a promotional offer for the Apple iPhone 13 when ******************** called in to his Team of Experts (TEX) looking to purchase a new handset.
  
  On December 26, 2021,and December 27, 2021, the lines ending in 4583, 9727 and **** were ported out to new carrier, resulting in ******************** not fulfilling the promotional requirement of his RDC and the credit of $8.34 was removed from his ***.  In addition, ******************** removed his AutoPay via the automated system when dialing 611.  This left the line ending in **** on our PROXY by DIGITS TI rate plan for $15.00 a month. 
  
  The billing statement dated January 3, 2022, reflected a balance due of $18.84, consisting of monthly access charges for the mobile number ending in **** billed from January 3, 2022, through February 2, 2022,*** and a credit for the recalculated monthly access charges following the cancelation.   
  
  On January 19, 2022, ******************** ported his remaining line ending in **** to another carrier, which canceled his T-Mobile account.  The final billing statement dated February ******, reflected a balance due of $116.60 consisting of the accelerated *** charges for the Apple iPhone SE2, which was sent to the billing address on record. 
  
  As the account remained unpaid and as collection attempts were unsuccessful, on June 3, 2022, this account was referred to a third-party collection agency for the balance of $116.60.  The account now resides with ************************** (FAS) who can be contacted at ************** to discuss payment options.
  
  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: 08/10/2022

   
  Complaint: 17646505
  
  I am rejecting this response because: I need to speak to someone there is a lot of spam calls to my phone and there ***************** did not sent me a letter they just put it on my Credit
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/30/2022

  Type:Customer Service 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.

  **************** is beyond terrible

  Business Response

  Date: 08/03/2022

  August 3, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17646405
  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 to ************** regarding the above-referenced account. Regretfully, with the information available, T-Mobile is unable to discern the specifics of **************** dispute with T-Mobile.  However, upon speaking with **************, he advised us that his concerns have been resolved.  If ************** is still in need of our assistance, we request he contact our office directly at the number below to discuss this matter.  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:07/30/2022

  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.

  I signed up for the affordable internet program with them. I was given a discount on my **** that was ***** a month to ***** a month.Then they cancelled it because I missed a phone call. I have moved On 7-1-2022 and they said I didnt verify it with them but I did my new address online.

  Business Response

  Date: 08/10/2022

   
  August 10, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17646292
  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 with his account and we appreciate the opportunity to respond.  Our records reflect on November 16, 2021, **************** activated the above-referenced account and subscribed to our Home Internet rate plan at a monthly cost of $50.00 after a $5.00 monthly AutoPay discount.
  
  On June 23, 2022, **************** submitted a Lifeline enrollment form and was found eligible to receive a Lifeline discount of $9.25 per month reducing the monthly billed charges to $40.75 after the monthly AutoPay discount.  **************** was also advised of the importance of keeping his address up to date for recertification purposes with the National Verifier.  The billing statement dated June 28, 2022, reflected a balance of $40.75 as the Lifeline discount was applied.
  
  On July 8, 2022, **************** updated his billing address with T-Mobile.  On July 15, 2022, T-Mobile received notification from the National Verifier that the address on file no longer matched and that a benefit transfer authorization needed to be completed.  At that time Mr. ******* account was no longer eligible for the Lifeline discount.  T-Mobile made attempts to contact **************** and left a voicemail as well as sent him an email advising him to update his address with the National Verifier and resubmit a Lifeline enrollment form.  The billing statement dated July 28, 2022, reflected a balance of $50.00 as the Lifeline discount was not applied. 
  
  On August 5, 2022, our office spoke with **************** and advised him of the above.  **************** confirmed that he received the previous email with instructions to update his address with the National Verifier and resubmit a Lifeline enrollment form.  He also advised that he will follow up with our office accordingly once completed.  Please be advised our office will continue to work with **************** to ensure he completes the appropriate steps to enroll and maintain the Lifeline eligibility.  **************** confirmed that he did not have any further concerns at this time.  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:07/30/2022

  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.

  I have been with Tmobile since 2016 Ive had the same phone number since then one of the representatives messed up my account by making my number a home Internet line and cross my lines making me lose my number not being able to use my number and thats my business number Ive called numerous of times about the same issue not being able to use this number since probably the beginning of the year 2022 ive been charged monthly not been charged for **************** Ive been charged to use services and have not been able to use them for almost a year now I have called over 50 times it should be documented every time I call about this issue Ive recently cracked now because my business is taken off and I can get the voicemails but no incoming calls Ive called Tmobile they post to call me back Ive also had an issue recently in April well I got phones that were supposed to buy when get one free they were not buy one you want free Ive been back to the store and Ive waited for return calls they were supposed to have a supervisor call me and I still havent heard anything back about that so Im being charged for another phone initially Im went into get one phone for my son But when I offered to buy one get one free I took that now got a new phone I didnt need one but I got one because it was buy one get one free but its not reflecting on my **** so overall team over the past few months have been just not caring and not following up with what they say theyre going to do

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17646183
  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 with her lines of service and promotional offers, and we appreciate the opportunity to address her concerns.  T-Mobile records confirm that **************** account has been activate since May 24, 2016.  Upon review of the account, T-Mobile records indicate that on September 21, 2021, the voice line ending in **** was changed to our $25.00 Apple Watch Standalone rate plan which receives a $10.00 Mobile Internet Discount, reducing the monthly cost to $15.00.  Please note that the Apple Watch Standalone plan provides unlimited voice, messaging, and 4G LTE data service to postpaid customers using an Apple Watch Series 4 or newer.  The Standalone plans have a separate phone number assigned to the Apple Watch.  
  
  On July 22, 2022, **************** contacted T-Mobile wherein she requested the line ending in **** to be switched back to a voice line.  Regretfully, this was not able to be completed due to system errors.  T-Mobile records indicate due to an inadvertent error, the line ending in **** was then changed from an Apple Watch Standalone line to a T-Mobile Home Internet Line.  **************** contacted T-Mobile on July 29, 2022, regarding her concerns related to the line ending in **** at which time a $50.00 credit was applied to the account.  Additionally, in our efforts to change the line ending in **** to a voice line, the line was cancelled, and the *** card was assigned to a temporary number ending in ****.  Thereafter, an escalation was sent on August 8, 2022, to replace the **** line with the **** line.   
  
  Please note, during this time **************** processed a Change of Responsibility on the above-referenced account.  A COR 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.  T-Mobile records confirm that on August 8, 2022, **************** completed a COR for the mobile numbers ending in ****, ****, ****, ****, the DIGITS line ending in ****, and T-Mobile Home Internet line ending in **** to a new account.   The COR was completed, and each of the lines listed above were cancelled on ****************' account.  As the temporary number ending in **** was no longer activate on ****************' account, the request to replace the number ending in **** with the number ending in **** could not be completed.
  
  Regarding **************** promotional offer concerns, T-Mobile confirms that on April 18, 2022, **************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of two Apple iPhone 13 ************* devices.  **************** agreed to a series of 24-monthly installments in the amount of $45.84 per device.  **************** traded-in an Apple iPhone 11 Pro 64GB handset and received a one-time trade-in credit in the amount of $270.00, which was applied to the upfront costs of $221.67 due at the time of purchase for the Apple iPhone 13 ************* devices.  The remaining credit balance of $48.33 was applied as a **** credit to the account on April 18, 2022.  
  
  With this purchase, **************** was enrolled in our 2022 Apple Trade P5 promotional offer.   This offer provides up to $800.00 off an Apple iPhone 12 or 13-series handset via one-time trade-in credit and Recurring Device Credits (RDC).  To qualify for this offer, customers must purchase an Apple iPhone 12 or 13-series handset on EIP, trade-in a qualifying phone, and activate a new voice line.  While maintaining eligibility, **************** will receive 24 monthly credits of $22.09 for one of the devices, reducing the monthly cost for one device from $45.84 to $23.75.  With the above-mentioned trade-in credit of $270.00, **************** receives a total promotional value of $800.00.
  
  T-Mobile confirms that a T-Mobile dealer reached out on behalf of **************** regarding the promotional offers, requesting that **************** be enrolled in the 2022 Apple Buy 2 P2 promotional offer.  The 2022 Apple Buy 2 P2 provides customer up to $700.00 off via RDC when they purchased both devices on EIP and activated a new voice line on an eligible rate plan.  Please note that the account was automatically enrolled into the more lucrative promotional offer, which was the 2022 Apple Trade P5.  It is T-Mobile position that the account has been billed accurately according to the selected rate plan, equipment, and promotional offer.  
  
  As the date of this letter, **************** account remains active with one voice line ending in **** and reflects a $50.54 balance.  Please note, the next billing statement is scheduled to generate on or around August 24, 2022.  Should **************** have any questions regarding her account, she is welcome to contact our office at the number listed below or her Team of Experts at ************.  T-Mobile regrets any inconvenience to ****************, and we appreciate her business.   
   
  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. 
  
  Amor *****
  Executive Response
  
  

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17646183
  
  I am rejecting this response because:

  The representative at the store informed me that the phone was buy one get one free this is not right cause I itnitally know ebt to just get my so. A new phone but when he offered the buy one get one free I said cool lets do that 

  I dont feel thats fair to not honor that 
  
  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 owes me a refund of $8.17 and they will not send it to me.Account #*********Customer service is a waste of time.

  Customer Answer

  Date: 08/08/2022

  My refund has been received. This complaint is no longer needed.

• Initial Complaint

  Date:07/30/2022

  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.

  Place order with sales person online on June 4, 2022. Chat is attached I told them I would not activate until end of June since not in country and they stated that was fine and can activate then. Activated on June 22nd, but the phone failed to work since no service in area. I requested to return and close account on June 23, 2022. T-Mobile sent label and information to return. They acknowledge receiving equipment on July 8, 2022 and said process refund for ******. I never received this refund. Additional my bank account was debited on June 25, 2022 for ****** and again on July 25, 2022 for $137.76. I tried to get them to stop billing and refund my account but their call center will not without sending a one time pin to the cellphone on account, which I canceled and return **** with equipment.

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *** Spreitzer 
  Your File No. 17645825
  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 inconvenience ********************** 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 June 6, 2022, with two voice lines ending in **** and **** which were subscribed to a T-Mobile Magenta *** taxes inclusive rate plan for $150.00 per month.  The mobile number ending in **** was also enrolled in an optional Protection <360> premium handset protection feature for $18.00 per month.  ********************** also activated a Mobile Internet (MI) line ending in **** which was subscribed to a T-Mobile Mobile Internet 30GB rate plan for $45.00 per month.  Please note that once the account is activated ********************** becomes responsible for the monthly charges accrued from the date of activation.  
  
  ********************** also took advantage of T-Mobiles Equipment Installment Plan (***) on June 6, 2022, with the purchase of a ******* Galaxy S22 Ultra 256GB Phantom Black handset for a total purchase price of $1,299.99.  ********************** was not required to remit a down payment but agreed to ************************** the amount of $54.17 and a final 24th installment of $54.08.  ********************** also utilized *** for the purchase of a 5G Mifi M2000 Hotspot device for total purchase price of $336.00.  ********************** was not required to remit a down payment but agreed to ************************** the amount of $14.00.  
  
  In Mr. ********** letter to your office, he indicates he was not able to use service with his handset in or around his home.  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.  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.  
  
  Mr. ********** billing statement dated June 7, 2022, reflected a total balance in the amount of $203.00 which included monthly recurring charges and were due on June 27, 2022.  Please note Mr. ********** account was enrolled in AutoPay on June 23, 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.  As ********************** authorized AutoPay, it is T-Mobiles position that the payment in the amount of $203.00 debited on June 25, 2022, was authorized.
  
  ********************** contacted his Team of Experts (TEX) on June 23, 2022, to report service availability concerns and elected to return his equipment at which point a return label was processed via *** tracking ID ******************, which reflects as returned on July 8, 2022.  Upon delivery of the equipment, a refund was processed in the amount of $133.16 to the original form of payment utilized for the *** purchase and *** take up to 30 days to receive the refund in full.  
  
  Mr. ********** billing statement dated July 7, 2022, reflected a total balance in the amount of $137.76, which included monthly recurring charges and *** and was due on July 27, 2022.  As ********************** was enrolled in AutoPay the payment was extracted in the amount of $137.76 on July 25, 2022.  Our office does reflect that ********************** contacted his TEX ********* on numerous occasions to cancel the account; however, he was unable to verify the PIN/Passcode to access 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 TEX to gain access to the account.  Our office has confirmed that the account reflects no usage and regrets any inconvenience ********************** experienced.  
  
  Nevertheless, in an effort to amicably resolve Mr. ********** concerns, on August 10, 2022, our office processed refunds in the amount of $203.00 and $137.76 to the original payment method they were paid with.  ********************** can expect to receive these refunds in up to three business days.  Additionally, our office cancelled the lines associated with the above-referenced account and can verify that the account has been closed with a zero balance.  We regret any inconvenience to **********************.
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. ********** recent contact with his 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. 
  
  ****** Sanchez 
  Executive Response
  
  

  Customer Answer

  Date: 08/12/2022

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