Business Profile
Cell Phone Supplies
T-Mobile USA, Inc.This business is NOT BBB Accredited.
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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
- 27,431 total complaints in the last 3 years.
- 8,075 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/26/2022
Type:Billing IssuesStatus: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 created a Internet home account without our approval and we returned the modem within the timeframe and received a notification that a refund was being processed. Instead they charged us $50 dollars and the charge was disputed. They keep sending us a **** with a chargeback fee for an account that has been closed. Yet they say they cannot access the account without ********* code that we cannot obtain because we do not have the modem anymore and because they created a brand new account outside of our mobile account we have no idea what the access code is.Now they sent a letter threatening to send to collections when we owe them absolutely nothing.We want them to remove these charges and this home Internet account once and for all!Business Response
Date: 08/05/2022
August 5, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: Welington Fernandes
Your File No. 17628694
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 27, 2022, regarding the above-referenced account.
T-Mobile regrets any concerns to ********************** regarding his ********************** and we appreciate the opportunity to assist. It is important to note that ********************** account was not assigned to a third-party collection agency. T-Mobile engages third-party collection agencies for pre-collection assistance to collect on past due balances. Although ********************** was contacted by a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau and therefore, there should not be any negative information in his credit file.
On March 6, 2022, ********************** activated ********************* at the monthly cost of $50.00 after AutoPay discount. ********************** was not required to remit a payment at the time of activation. T-Mobile is unable to substantiate that ********************** has another active account under his name with T-Mobile. However, the contact number he provided ending in **** is associated with another T-Mobile account of which the billing responsible party is another person and ********************** is not an authorized user.
The billing statement dated March 7, 2022, generated in the amount of $50.00. The billing statement included monthly access charges, taxes, and fees for the billing period of March 7, 2022, through April 6, 2022.
On March 25, 2022, ********************** cancelled his ********************* and was emailed a return label to return the high-speed gateway. On April 1, 2022, T-Mobile receive the high-speed gateway. As ********************** did not remit an upfront payment at activation, no refund was issued. We apologize for any confusion caused by the message that was sent to **********************.
As ********************** was subscribed to AutoPay, on March 25, 2022, the balance of $50.00 was paid using the stored payment method on file, updating the account to a zero balance. On March 30, 2022, ********************** contacted T-Mobile regarding the payment. However, it is noted that ********************** was unable to verify the account security pin, as such, we were unable to access the account to provide any information regarding the payment.
The billing statement dated April 7, 2022, generated with a credit balance of $18.17. The credit balance consisted of prorated rate plan credits due to the account being cancelled mid-cycle.
On May 9, 2022, the payment ********************** remitted on March 25, 2022, in the amount of $50.00 was returned to T-Mobile unpaid by the financial institution. As such, the amount of $50.00, along with a $30.00 returned payment fee, was applied to the account, updating the balance to $61.83.
On June 25, 2022, the amount of $61.83 was paid using ********************** payment method on file through AutoPay, updating the account to a zero balance. On July 17, 2022, the payment of $61.83 was returned to T-Mobile unpaid, and as such, the amount of $61.83, along with a returned payment fee of $30.00, was reapplied to the account, updating the balance to $91.83.
On August 3, 2022, in an effort to amicably resolve this matter, our office issued a **** credit in the amount of $91.83, updating the account balance to zero. The account remains closed with a zero balance. T-Mobile regrets any inconvenience to **********************.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.
Very truly yours,
T-MOBILE USA, INC.
***** Rivas
Executive ResponseCustomer Answer
Date: 08/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and upon contacting Tmobile support, I verified that they have removed all pending charges which were incorrectly billed via autopay. I find that this resolution is satisfactory to me. Thank you for your help!
Sincerely,
*************************************Initial Complaint
Date:07/26/2022
Type:Service or Repair IssuesStatus: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 traded in with my previous iPhone 11 to new iPhone 13pro that advertised $800 trade in value on T-Mobile app. I followed what T-Mobile app guidelines and showed Estimated Value $800 but depending on condition of my previous phone. It did not say only for new add line to get promotion. Today I got text regarding billing, however the **** amount was higher than I expected even if I mailed out my used phone. I called ******** center to find out whats going on? An agent and a supervisor explained to me its only for adding new line customers to get $800 other than that only $400 credits. The supervisor offered options to add another line and changed plan then I could get $800.I cannot believe it. It didnt pup up any additional info on T-MOBILE app. I started clicking on a right bar for Upgrade one and trade in as a result I would get $800 credits. If this promotion was for only added line, it should say you are not eligible to get $800. The money is not that big matter but T-Mobile used trick and hided truth The supervisor lost whats wrong with app was is now for customers.It should know all customers and T-Mobile must fix its app that shows tricky info that bad and deceiving. I tried cancel it and to get my used phone back but the supervisor said No. What should I do at this moment thats why I want to report this issue and complain it.Business Response
Date: 08/05/2022
August 5, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: ***************
T-Mobile Account Holder: ***********
Your File No. 17628096
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 26, 2022,regarding the above-referenced account. Please note that the account holder of record is *********** and T-Mobile has confirmed that she and *************** are one and the same.
T-Mobile regrets any concerns ********** experienced regarding our promotional offer, and we appreciate the opportunity to respond. On July 14, 2022, ********** purchased an Apple iPhone 13 Pro handset via our Equipment Installment Plan (***). A payment of $101.00 was remitted at the time of purchase for the taxes on the full cost of the handset, and ********** accepted 24-monthly installments in the amount of $41.67. This purchase included the trade-in of an Apple iPhone 11 64GB Black handset, which provided a total trade-in credit of $175.00,applied to the account as a **** credit on July 28, 2022. Based on the purchase and trade in, the *** was enrolled in our 2022 Apple Trade P24 promotion. Under this promotion, customers could get up to $400.00 off the Apple iPhone 13 Pro, via a onetime trade-in credit and monthly Recurring Device Credits (RDCs) when the new handset was purchased on ***, with a qualifying trade-in. Such *** qualifies to receive RDC of $9.38 ($225.00 value) during the term of the *** while meeting eligible criteria.
On July 26, 2022, ********** spoke with our Team of Experts (TEX) to report the above *** was not enrolled under the correct promotion mentioning when she completed the handset purchase via the T-Mobile app,she was to obtain $800.00 off the new Apple iPhone 13 Pro handset. Upon further review, at the time of the above purchase, T-Mobile was offering the 2022 Apple Trade P11 promotion,which provided up to $800 off the Apple iPhone 13 Pro via one-time trade-in credit and RDC when the new handset was purchased on ***, with a qualifying trade-in and activation of a new voice line. As ********** did not activate a new voice line, the eligibility requirements were not met under the 2022 Apple Trade P11 promotion. After ********** was informed of the eligibility requirements for this promotion, she was given the option to activate a new voice line.
Please note the trade-in of a device is a final transaction. Pursuant to the agreement accepted at the time of the trade-in, ********** agreed to our terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.
Please be advised the above information applies even when cancellation of service is requested and processed within the purchased handsets return period. T-Mobile do not retain traded-in handsets; they are sent to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, although T-Mobile regrets any inconvenience to **********, we are unable to return her handset as it is no longer in our possession.
On August 3, 2022, upon receipt of Ms. **** correspondence from your office, as a courtesy and to amicably resolve her concerns, T-Mobile manually issued a credit of $400.00 towards the *** Apple iPhone 13 Pro handset, updating its remaining *** balance to $558.32. Thereby, manually fulfilling the 2022 Apple Trade P11 promotion. We appreciate Ms. **** willingness to resolve this matter.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE ********
Aika *******
Executive ResponseCustomer Answer
Date: 08/05/2022
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:07/26/2022
Type:Customer Service IssuesStatus: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 called T-mobile to cancel my home internet service on Monday 8/9. I was emailed the shipping label. I was told that once I returned the internet device, the service would be canceled. I caught Covid and got very sick. I am a long hauler and just starting to recover. Because of this overwhelming sickness, I could not return the device until 11/6 (shipped from *** store #****, tracking # 1Z0545229090549895 at 1:48pm CT). T-mobile received the device back on Monday 11/8. I have called in numerous times to have them stop billing me only to be bounced around and eventually hung up on. As of today (7/26), I have been charged $50/month for 9 months where I did not even have the device. I am currently owed $450.00 from being overcharged.Business Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***********************
Your File No. 17628116
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 2022, regarding the above-referenced account.
T-Mobile regrets any concerns ************** experienced regarding her Mobile Internet (MI) service, and we appreciate the opportunity to assist her. On July 21, 2021, ************** purchased a 5G MiFi M2000 MI hotspot on an Equipment Installment Plan (***) and agreed to ************************** the amount of $14.00. ************** also activated the MI line of service ending in ****, which was subscribed to our 100GB Mobile Internet for 5G rate plan at the monthly cost of $50.00. ************** was enrolled in our 2021 Connected Device P6 promotion and began receiving monthly credits in the amount of $14.00, and as such, received the 5G MiFi M2000 MI hotspot at no cost while maintaining eligibility.
If a customer has an open *** and the account is canceled, any promotional offers are removed, and 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.
Please note that at the time of purchase, T-Mobile provided a 20-day return period which allowed Ms. **** to use the equipment to see if it met her needs. As indicated above, during the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable *** entered into at the time of the original purchase.
Ms. ****** account was enrolled in AutoPay, which 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.
On August 9, 2021, ************** contacted T-Mobile to cancel her MI line of service. As she was within the 20-day return period, she was provided a prepaid return label to send back her 5G MiFi M2000 MI hotspot within the return period. Please note, the account was left active while T-Mobile waited to receive the hotspot to avoid the *** from accelerating due to cancellation. Regrettably, T-Mobile is unable to substantiate that Ms. ****** 5G MiFi M2000 MI hotspot was received as returned within the allotted time frame; the device was not received until November 8, 2021, as such, ************** was no longer within the return period. Moreover, as the account was not cancelled and as ************** was subscribed to AutoPay, she continued to be billed and charged for service each month at the rate of $50.00 from November 12, 2021, through July 12, 2022.
On January 9, 2022, ************** spoke with our Team of Experts (TEX) and requested that her account be cancelled. Regrettably, the call was disconnected prior to completing the cancellation, and, as such the account remained active. On July 26, 2022, ************** spoke with TEX once again and at that time, the above account was cancelled. As a result of cancellation, the remaining 5G MiFi M2000 MI hotspot *** balance in the amount of $168.00 was accelerated, and is currently pending to be charged on the final billing statement dated August 22, 2022.
On August 3, 2022, in an effort to amicably resolve this matter, T-Mobile waived the pending *** balance charges in the amount of $168.00. Additionally, our office issued ************** a refund in the amount of $450.00 for the billed monthly recurring charges. This refund has been issued in the form of a prepaid debit card sent via U.S. Mail to Ms. ****** billing address of record. ************** can expect to receive this refund within 10 business days. ************** can contact the third-party card issuer, North Lane, directly at ************** for any questions regarding this refund, including to request the funds to be converted to a paper check or as an electronic funds transfer. 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.
***** Rivas
Executive ResponseInitial Complaint
Date:07/26/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a T-Mobile customer. I have an iphone and a cellular apple watch that are paired. On 7/26 I received a text message that a specific phone number unpaired and paired back to my iphone. It indicated a link to go to find more about it. It looked like a scam based on the link. I called Tmobile customer service to see if the number indicated in the message was my apple watch number. They were totally unhelpful!! First they didn't know where on my iphone the watch number was located. Then they told me I could find it in the Tmobile app on my phone but the app was having "technical difficulties". Then they told me all I needed to do was provide them a 6 digit number they gave me and they could verify my account. I ddi what they said and then the person said that now they need the SS#!!! and there is no way I was going to give a SS# out over a cell phone. We call that game bait and chase!!! So then they would not help me with something as trivial as providing me the phone number of my watch. I offered to give them the many digit EID number for the phone but they wouldn't help without the SS#. Shame on T-mobile!!!Business Response
Date: 08/04/2022
August 4, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *******************************
Your File No. 17628189
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 2022, regarding the above-referenced account.
T-Mobile regrets any inconvenience ************************ experienced and we appreciate the opportunity to address her concerns. Please note T-Mobile takes account security seriously. T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by Team of Experts (TEX) to gain ****** to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ********************** handset. To receive the one-time PIN, customers are required to provide a few pieces of information such as their name and the last four digits of their Social Security Number (SSN). Once their PIN/Passcode is updated, this is the piece of information required to successfully grant ****** to their account moving forward.
Our records indicate on July 26, 2022, ************************ contacted our TEX teams regarding concerns with a text message notification she had received indicating her DIGITS line of service had been unpaired. At the time, ************************ was unable to verify her PIN/passcode and as such, ********************** offered to update her PIN/passcode by providing a one-time PIN. Regretfully, ************************ declined our efforts.
On August 3, 2022, our Executive Response team contacted ************************ regarding her concerns. We explained our verification policies and confirmed the correct processes were followed at the time. T-Mobile also confirmed that On July 26, some DIGITS customers were notified via text message that a DIGITs line on their account was paired/unpaired. This message was sent in error during a routine system maintenance. No service or accounts were ******ed or impacted outside of the erroneous text. No further notifications should be received. ************************ accepted the information provided as resolution to her concerns. T-Mobile regrets any inconvenience ************************ experienced.
Based upon the above, we respectfully request that this matter against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***** May
Executive ResponseCustomer Answer
Date: 08/04/2022
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 do want to add, however, that I did speak with the T-Mobile rep from the executive office that it would be a better. policy going forward to allow customers. to setup security questions to verify their identity, rather than having to remember a **** digit pin or put themselves at risk by providing part of the SS# over a cell phone. This is what many companies I deal with do. It is a much better and less risky way of verifying someone identity. The **** ****** acknowledge that it would be a large benefit and said he would feed that up the management chain. It is my hope that T-mobile alters their practice to more modern and convenient method of identity verification that would also reduce the risk to their customers.
Sincerely,
*******************************Initial Complaint
Date:07/26/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 3rd I went to T-Mobile on ***************** in ******* and spoke with ****** the Sales rep. I told him I was unhappy with my connection with Family Mobile. He said since I was a new customer to ********************** that he could offer me a new phone (A13 5g )- which would be no charge, I only had to pay set up fee.The monthly service would be $40.00 plus taxes since I was setting it up auto pay. I told him I couldn't afford any more than that, since I was on Social Security. He gave me a temp number until my old number was ported over to T-mobile. The first thing I noticed when I got home was, he had charged me a $9.00 protection plan fee- which I did not know about or want. I called store back, ***** the Manager took care of this charge since ****** was gone.. I asked him about the $ **** installment listed on my phone **** and was told that a credit should show ** in a couple of months to credit that back each month. A Couple of days later I had to go to the store again because I was having connection problems, and ****** changed out the sim card, saying they had some bad ones. When the $ **** charge was on my next ****, I went back to the store again, (around July 6th) and spoke with ******, who said he would find out what was going on, since when I had called the number for consumers to use, they said there was no promotion going on at the time I got the phone. ****** said I should call him, not that number. He looked up the model, and double checked with the manager ****- who said the model ****** gave me DID NOT have the promotion, but they would take care of it, since ****** had promised free phone. He was going to expedite request to his manager. July 22nd called again, charge still on current ****. **** said he hadn't gotten a chance to follow up, but would by the 26th. I called the 26th, he Still had no answer. I want T-Mobile to honor what the salesman promised, and phone should be no charge.Either credit full *** of $198.00 to account, or monthly cr.Business Response
Date: 08/02/2022
August 2, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ******* Smith
Your File No. 17628114
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 27, 2022, regarding the above-referenced account.
T-Mobile would like to welcome ************** to the Un-carrier family, and we regret to hear of her concerns. T-Mobile records reflect the account was opened on June 3, 2022, and subscribed to our Essentials 55+ rate plan at a cost of $45.00 monthly, or $40.00 with our AutoPay discount, plus applicable tax.
Also on June 3, 2022, ************** purchased a ******* Galaxy A13 handset on our Equipment Installment Plan (***) and attempted to participate in our Affordable Smartphone On Us With New Line Activation promotion. This promotion offered select smartphones at no cost via monthly **** credits, up to $300.00, when purchasing on *** and activating a new line of service on a qualifying plan. Regretfully, the handset ************** purchased was not included in the promotion.
However, in an effort to amicably resolve the matter, on August 2, 2022, T-Mobile closed and credited the *** associated with the device so **** credits will not be needed to offer the device at no cost. Additionally, credits were issued for the two $8.25 charges that had not been credited by our retail location. The account remains active with a credit balance of $8.25. We regret any inconvenience to **************.
Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. ****** contacts with us regarding the matter.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***************************
Executive ResponseCustomer Answer
Date: 08/02/2022
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:07/26/2022
Type:Service or Repair IssuesStatus: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.
Company is charging me for a service that was never usedBusiness Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *******************
Your File No. 17628199
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 27, 2022, regarding the above-referenced account.
T-Mobile regrets our High-Speed Internet (***) did not meet Mr. ****** needs, and we appreciate the opportunity to respond. Beginning May 10, 2022, and for a limited time, T-Mobile is offering new and existing customers activating Home Internet, Small Business Internet, or ************************* on a qualifying plan the ability to test drive our services for 15 days. If customers cancel their service within 15 days from activation, any charges for the *** will be systemically credited within two **** cycles.
T-Mobile records reflect that ************** activated his *** service on June 29, 2022. On July 2, 2022, ************** requested to cancel the service, however, as the result of an administrative error, the account was resumed thus preventing a systemic credit from being applied. ************** was billed in total $89.00 for his *** service. On July 22, 2022, service was cancelled when ************** contacted us again. On July 26, 2022, credit was issued to the account totaling $86.67, thus, he was credited $7.33 less than he was charged. Accordingly, on August 3, 2022, a credit was issued to the account for $7.33. The account remains open with a balance of $75.00. 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 ResponseCustomer Answer
Date: 08/03/2022
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:07/26/2022
Type:Service or Repair IssuesStatus: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.
T Mobile says i have an outstanding balance and assigned a collection agency when account was closed correctly and amount they are asking for is incorrect because i was on the a $70 plan . Supported documents uploaded with proof of how much and date of their customer service confirmation of cancellationBusiness Response
Date: 08/01/2022
August 1, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *********************
Your File No. 17628000
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 27, 2022, regarding the above-referenced account.
T-Mobile regrets that Mr. **** has chosen another service provider, and that he has concerns regarding the account. T-Mobile records reflect that on February 13, 2020, ************** mobile number was placed on seasonal suspension. Seasonal suspension holds the line in a suspended status for up to 90 days, at a cost of $10.00 per month in lieu of the normal monthly charges. On March 31, 2020, service was resumed.
On April 19, 2020, a billing statement was issued reflecting a balance of $104.01, which consists of pro-rated charges from the date of restoral, March 31, 2020, through April 18, 2020, and monthly service charges from April 19, 2020, through May 18, 2020. On May 16, 2020, Mr. **** cancelled his mobile number, when he ported it to another service provider. On May 19, 2020, the final billing statement was issued reflecting a balance of $104.51, which consisted of a past due balance of $140.01, and new charges totaling $0.50. After unsuccessful attempts to collect on the outstanding balance, on April 6, 2022, the account was referred to an outside collection agency.
On August 1, 2022, T-Mobile spoke with Mr. **** and explained the validity of the balance as described above, and he remitted payment for $104.51. As such, the account has been removed from collection. Please be advised that it make take up to 90 days for this to reflect on ************** credit file. The account remains closed with a zero balance. We regret any inconvenience to Mr. ****.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***************************
Executive ResponseInitial Complaint
Date:07/26/2022
Type:Service or Repair IssuesStatus: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 recently connected to T-mobile Home Internet. I was on **** but my equipment was becoming outdated. **** wanted several hundred dollars to upgrade that I don't have. T-mobile gave me a new device free of charge.However, I'm having issues with the T-mobile device. I operate and maintain a website. empw.net The T-mobile service is not allowing me to upload new files to my FTP server to keep my website up to date. I have contacted their customer department several times about this issue. Nothing ever gets resolved.Business Response
Date: 08/08/2022
August 8, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************
Your File No. 17628025
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 2022, regarding the above-referenced account.
T-Mobile regrets hearing of Mr. ******* concerns with his ********************** and we appreciate the opportunity to respond. Our records confirm that Mr. ******* account was activated on June 28, 2022, with the Mobile Internet number ending in **** which is subscribed to the T-Mobile ********************* rate plan for $50.00 including taxes, after a $5.00 monthly AutoPay discount.
As advised in Mr. ******* correspondence, T-Mobile records reflect, between the dates of July 16, 2022, and July 29, 2022, he contacted his Team of Experts (TEX) regarding concerns with the service, and troubleshooting was completed.
On August 4, 2022, our office spoke with **************** regarding his concerns. As regretfully, the issue persists, in an effort to resolve Mr. ******* concerns, our office engaged our engineering team for further review. Our office will follow up with **************** and continue to work with him toward a resolution. 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.
Vanessa Quintana
Executive ResponseInitial Complaint
Date:07/26/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 17, 2017 I switched to T-mobile, I trade in 3 Iphones 11 for a promotion by paying half off of the 2 iphones 13 pro *** and 1 iphone 13 free for 24 months. I mailed all of the 3 phones and they received them on April 1st and also I received an email that confirmed the return also said that the credit had been applied to my account, the promotion 2 iphones 13 pro *** half off and 1 iphone 13 free. The end of April T-mobile removed the credit, I called and spoke to a supervisor they told me it was an error and applied back the credit in May the credit had been removed again, I called back again they said it was an error and applied back the credit and then they removed it again in June I did not realize that until July, I called and spoke to a rep and a supervisor at first the supervisor said is because one of the phone did not work, I told her no all of the phones work because I was using them with the previous carrier after that she said oh no is because the find my Iphone did not turn off, I turned off all of the find my Iphone, how only 1 phone did not turn of and the other 2 were off. I asked her either I received the original promotion that was offered to me or I need my phone so I can give to my daughter. She said the widow to return the phone had already passed I told her is because everytime they removed the credit they never mentioned that they always put the credit back and now when the time passed that is when they said they cannot give me back my phone or the promotion. I need my phone or the promotion. It seems like a scam, I need the phone to give it to my daughter, I cannot afford to pay full price for a phone a go buy another one, please I need help. Thank youBusiness Response
Date: 08/05/2022
August 5, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *********************
Your File No. 17627632
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 2022, regarding the above-referenced account.
T-Mobile regrets any inconvenience **************** experienced and we appreciate the opportunity to address her concerns. Our records indicate on March 18, 2022, **************** activated her account with five lines of service and subscribed to the Magenta rate plan. At the time of activation, **************** took advantage of our Equipment Installment Plan (EIP) to purchase two Apple iPhone 13 Pro *** devices each priced at $1,099.99 and agreed to 24 monthly installments of $45.84. **************** also used EIP to purchase an Apple iPhone 13 device priced at $799.99 and agreed to 24 monthly installments of $33.34 each.
At the time of Ms. ******* activation and purchases, T-Mobile had the 2022 Apple Trade P5 offer which stipulated that from February 4, 2022, through April 20, 2022, customers could get up to $800.00 off an Apple iPhone 13 series, via monthly device credits, when they purchased it on EIP, traded in a qualifying phone, and activate a new voice line. Further review confirms **************** traded in three Apple iPhone 11 devices which qualified for the full value of the offer of $800.00 in 24 monthly device credits of $33.34 each. On March 30, 2022, Ms. ******* account received the first monthly device credits of $33.34 per device as stipulated.
However, on April 9, 2022, Ms. ******* account also received two trade-in credits of $175.00 for two of her trade-in devices upon receipt. Regretfully, due to an inadvertent error, the promotional monthly device credits were removed from the devices associated with the numbers ending in **** and ****. Instead, the device associated with the number ending in **** was enrolled in the alternate 2022 Apple Buy 2 P2 offer which stipulated that that from February 4, 2022, through July 6, 2022, customers could buy one Apple iPhone 13 series and save $700.00 on another one (via 24 monthly device credits of $29.17) when they purchased both on EIP and activated a new voice line on an eligible rate plan. Further review confirms on May 16, 2022, Ms. ******* account received the first monthly device credit of $29.17 and has received them on the 16th of the month since. Further review confirms, the Apple iPhone 13 Pro *** associated with the number ending in **** continues to receive the benefits of the 2022 Apple Trade P5 offer.
As such, in an effort to amicably resolve Ms. ******* concerns, on August 4, 2022, T-Mobile issued a credit of $800.00 to the open EIP balance for the Apple iPhone 13 Pro *** device associated with the number ending in ****. Please note any additional credits applied reduce the length of time it will take to pay the entire balance but will not reduce the amount of any future regular monthly EIP payments. In this case, the remaining EIP balance associated with device in question is left at $116.63 which will be paid in monthly installments of $45.84 until fully paid off. Ms. ******* accepted the credit as resolution to her concerns. T-Mobile regrets any inconvenience **************** experienced.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
******* Romero
Executive ResponseInitial Complaint
Date:07/26/2022
Type:Product IssuesStatus: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.
My postpaid service with T-Mobile started Jun.5 2021. I called in on Nov. 4 2021 to cancel the whole account. So a total of five months service was on T-Mobile. However, they charged me six months. Their customer care refused to refund me the extra charge. This is a postpaid service. By definition, they should charge after the billing cycle. The weird thing is that their automatic system charged me for the first month in June, the month when the service started. The system repeated for the rest charges. T-Mobile acknowledged there were only five month of service, but they also refused to refund me. T-Mobile redefined post-paid to scam their customers. For anyone who can see this message, be aware, stay away from this company.Business Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: Zhenhua ****
Your File No. 17627655
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 26, 2022, regarding the above-referenced account. We are pleased to inform your office that T-Mobile contacted and resolved ********* concerns to his satisfaction.
T-Mobile regrets any inconvenience Mr. **** experienced and we appreciate the opportunity to address his concerns. Our records indicate on June 5, 2021, Mr. **** activated his account with three lines of service with the numbers ending in ****, **** and **** and subscribed to the Magenta rate plan at $130.00 per month for the first two lines of service and $25.00 per month for the additional line of service for a total of $155.00 per month.
Mr. **** also subscribed to the optional *************** which automatically removed funds from ********* chosen payment method, bank account or credit card, and applied the funds to his account as a payment approximately two days before the **** due date. When combined with the Magenta rate plan, AutoPay provided Mr. **** with a $5.00 monthly discount per line of service to reduce the monthly recurring charges to $140.00 per month. Additionally, ********* account also qualified and received the benefit of the 2021 Line of Us offer and as such, his account received a monthly credit of $20.00 to cover the costs for the additional line of service. As such, ********* monthly recurring charges were expected to be of $120.00 per month.
Most postpaid T-Mobile accounts, such as ********* are billed by a system known as **** current. This means charges for ********* rate plan were billed in advance of the service being provided and became due within that billing cycle. For instance, ********* billing cycle ran from the 6th of one month through the 5th of the next month. In this case, ********* **** due date was on the 26th of the month prior to the start of the new billing cycle and AutoPay would automatically draft the payments on or around the 24th of the month. As such, ********* account produced the first billing statement in the amount of $120.00 and it was set for automatic draft through AutoPay on June 24, 2022, which was processed accordingly.
On November 4, 2021, Mr. **** cancelled the line of service ending in **** by porting the number out to another service provider. Later the same day, Mr. **** contacted our Team of Experts (TEX) and pursuant his request, the line of service ending in **** was cancelled leaving only the line of service ending in **** active. Regretfully, T-Mobile could not locate records of ********* request to cancel the remaining line of service and such, his account remained active and continued to accrue new billing statements.
On January 4, 2022, Mr. **** contacted TEX regarding the status of his account and pursuant his request, T-Mobile cancelled the remaining line of service ending in **** effectively cancelling his account. At the time, T-Mobile applied credits of $120.00 to cover the balance at the time. After cancellation, ********* account received a proration of the final charges leaving a credit balance of $115.37. On January 9, 2022, T-Mobile applied additional credits of $4.63 updating ********* credit balance to $120.00. On February 16, 2022, T-Mobile provide a refund for the credit balance of $120.00 in the form of prepaid card shipped to ********* billing address of record leaving his account with a zero balance and no additional pending charges.
Nonetheless, in an effort to amicably resolve ********* concerns, on August 2, 2022, T-Mobile agreed to provide an additional refund in the amount of $120.00 in the form of prepaid card shipped to ********* billing address of record. Mr. **** must allow up to ten (10) business days for processing and delivery. Mr. **** accepted the refund as resolution to his concerns and his account remains cancelled with a zero balance. T-Mobile regrets any inconvenience Mr. **** experienced.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
*********************
Executive Response
T-Mobile USA, Inc. is NOT a BBB Accredited Business.
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