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.

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

• 

  T-Mobile Usa Inc

  1580 Montgomery Hwy Birmingham, AL 35216-4586

• 

  T-Mobile

  4640 Avenue W Birmingham, AL 35208-4710

• 

  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:07/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I discontinued T-Mobile Home Internet in on 4/22/2022. Equipment was returned the same day, and delivered by *** on 4/26/2022. Since that time I have received monthly statements showing a credit of *****. They all say they are a revised final ****, and they all show the same credit balance. I called T-Mobile in June and spoke with Joy to ask them to either credit my credit card or send a check for the credit balance. After being put on hold several times I was told a check would be mailed around July 7th, but nothing has been received. I have just received another statement showing the same credit balance.

  Business Response

  Date: 08/04/2022

   
  August 4, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***** Hall 
  Your File No. 17627610
  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 his concerns.  Our records indicate on January 17, 2022, ************ activated his T-Mobile Home Internet at $55.00 per month.  Additionally, ************ subscribed to the optional *************** which automatically removed funds from Mr. ***** chosen payment method, bank account or credit card, and applied the funds to his account as a payment two days before the **** due date.  Please note, cancelling an account does not automatically cancel AutoPay and it must be cancelled separately upon request. 
  
  Mr. ***** account was billed by a system known as **** current.  This means charges for Mr. ***** rate plan were billed in advance of the service being provided and became due within that billing cycle.  For instance, Mr. ***** billing cycle ran from the 18th of one month through the 17th of the next month, and a such, the **** due date was on the 10th of the month prior to the start of the new billing cycle with AutoPay automatically drafting the payment on or around the 8th of the month.  
  
  On April 22, 2022, ************ contacted our Team of Experts (TEX) and pursuant his request, his account was cancelled. At the time, Mr. ***** account had produced a billing statement dated April 17, 2022, in the amount of $50.00 and was scheduled for automatic draft through AutoPay on May 8, 2022, which was processed accordingly.  T-Mobile could not locate any records of Mr. ***** request to cancel AutoPay.  
  
  After cancellation, Mr. ***** account received a proration of the previous charges which left a credit balance of $41.51.  On June 24, 2022, ************ contacted TEX regarding his account balance.  At this time. ************ was advised that a refund for the credit balance of $41.51 would automatically be processed in the form of prepaid card mailed to the billing address of record after the billing cycle ended on July 17, 2022.  Regretfully, due to an inadvertent error, the refund did not process. 
  
  Nonetheless, in an effort to amicable resolve Mr. ***** concerns, on August 2, 2022, T-Mobile processed and approved the refund for $41.51 in the form of prepaid cared.  ************ should allow up to ten (10) business days for processing and delivery.  ************ accepted the refund as resolution to his concerns and his account remains cancelled with a zero balance.  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. 
  
  ***************************
  Executive Response

  Customer 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: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.

  It appears T-Mobile is running a bait and switch scheme. I recently signed up for their service to take advantage of a promotion where I get two free iPhone 13s after trading in my iPhone 11s and signing up for a Magenta *** plan. I did this in-person, at a store with one of their sales agents. The sales agent knew all of the details and told me the final price would be $140 a month. I then had this price confirmed by a customer service representative AFTER I traded in my devices and established my plan/account. Since then, I have had nothing but issues and inconsistency when it comes to billing. They try to charge me an extra $15 (approx) each month and every time I contact them they tell me something different (once they told me it was a prorated error and that the problem was resolved after crediting me $15 for that month to offset the difference, and most recently they are quoting me at prices different than what's on my own ****/ the T Mobile website!). They show me a charge for ******* (which is supposed to be free), a charge for my new iPhones (which are also supposed to be free) and tell me something different every time I contact them. Not to mention the hoops I had to jump through when they delivered me an empty iPhone box for one of my new phones (the packaging had not been tampered with and the other phone delivered with it was intact, so that shows this was a T-Mobile issue). I have had nothing but problems with T-Mobile and have spent countless hours trying to fix issues they create through their deceitful and dishonest business practices. Please look into this and help me if you can. Thank you!

  Business Response

  Date: 08/02/2022

   
  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************************
  Your File No. 17627600
  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 concern **************** may have regarding his account. T-Mobile records indicate on April 23, 2022, **************** activated his account with three mobile number ending in ****, **** and ****, and enrolled to the Magenta *** rate plan, which includes unlimited talk, text, data, and the standard ******* subscription, for a monthly cost of $150.00, for the first two lines and the additional line is $35.00. Please note, as **************** enrolled the account in the **************** each line receives a $5.00 monthly discount. 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. In addition, the ********************** number ending in **** qualified for our 2022 Line On Us P2 promotion, thus, the line is free after monthly **** credits.
  
  Upon activation, **************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 13 mini-128GB and an Apple iPhone 13 mini-256GB. **************** was not required to remit a down payment; however, he agreed to a series of 24-monthly installments in the amount of $29.17 for the Apple iPhone 13 mini-128GB and $33.34 for the Apple iPhone 13 mini-256GB. On May 2, 2022, **************** reported to T-Mobile that he did not receive the Apple iPhone 13 mini-256GB. As such, a new Apple iPhone 13 mini-256GB was shipped to ****************. 
  
  Please be advised, the account qualified for the 2022 Apple Trade P19: Get an iPhone 13 On Us with New Line Activation and Trade on ********************** where customers could receive up to $800.00 off any iPhone 13 series or iPhone 12 series (via one-time trade-in credit and Recurring Device Credits [RDC]) when they activate a new voice line, purchase an iPhone 13 series or 12 series, trade in an eligible device, and have or switch to a qualifying rate plan or feature. As **************** traded-in an Apple iPhone 11-Red for the Apple iPhone 13 mini 128GB a trade-in credit of $175.00 was issued to the account on May 12, 2022 and is receiving monthly credits of $21.88. In addition, **************** traded-in an Apple iPhone 11-Black for the Apple iPhone 13 mini-256GB and received a trade-in credit of $190.00, that was issued towards the *** balance on May 12, 2022, and is receiving monthly credits of $25.42. With that said, Mr. ******* monthly charges estimate to be around $155.21. 
  
  T-Mobile records confirm, on July 26, 2022, **************** contacted T-Mobile to dispute the account balance and as a gesture of goodwill, T-Mobile credited the account $15.00. In addition, on July 26, 2022, ****************, again, contacted T-Mobile to dispute the account balance and was provided an account credit of $15.00, updating the balance to $140.00.
  
  Please note, it is T-Mobiles position that the account has been correctly billed in accordance with the selected rate plan and promotions. However, to amicably resolve this matter and as a gesture of goodwill to ****************, on August 2, 2022, we offered the Insider HookUp promotion which will provide a 20% discount off the cost of the rate plan after any AutoPay and promotion credits. **************** accepted our offer and as such, going forward, Mr. ******* monthly charges estimate to be around $127.21. T-Mobile regrets any inconvenience to ****************. 
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***************************
  Executive Response
  
  

  Customer Answer

  Date: 08/02/2022

   
  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 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.

  Consumer experiencing issues with T-Mobile since September 2021. Consumer signed up for home internet services for $50 per month and was never able to connect to T-Mobile Network. Representatives at T-Mobile told me I would not be charged until connected to network and current contract with home internet servicer expired. Consumer noticed charges on account for services never able to use. Consumer had to physically go into T-Mobile store to resolve issue, line was restored on 9/23/2021. On 9/29/2021, only six days later, consumer received notification equipment needs to be returned. Consumer did not authorize or consent to this change on account. Consumer was being charged amounts not agreed to upon signing up. Consumer never received bills for explanation of charges. Consumer was charged non-return fees for equipment they never indicated they wanted to send back, these charges were eventually credited to consumer's collections account. On 2/11/2022, consumer was informed by T-Mobile representative once equipment was returned there would be a $0.00 balance and new shipping label sent to consumer. Consumer returned equipment within one week. Consumer was never notified of risk of going to collections by T-Mobile, sent to collections around February or March of 2022. Consumer filed two disputes previously, one was submitted internally at T-Mobile by a representative named ****, the other was submitted by ****************** Services. Consumer did not receive any communication in regard to dispute outcomes. Consumer tried to resolve this issue several times via phone with T-Mobile, majority of the time consumer got disconnected and never received phone call back. Consumer believes T-Mobile operated in unethical ways as they charged consumer with service fees at the same time as charging consumer for non-return fees, seems like double dipping for profits. Consumer now has first ever derogatory ****** on credit history and has history of making 100% payments on time.

  Business Response

  Date: 08/05/2022

  August 5, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
              Re:      *********************
                          Your File No. 17627440
                          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 is pleased to report we have resolved Ms. ****** concerns to her satisfaction.
  
  T-Mobile regrets any concerns ************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond to her concerns.  Records reflect on June 25, 2021, ************** contacted T-Mobile and purchased service with one Home Internet line of service.  Please note that once equipment is shipped from our warehouse, the T-Mobile account is systematically activated.  T-Mobile regrets any confusion to ************** regarding this process.
  
  Records reflect on June *******, a ***** 5G 21 Gateway was sent to Ms. ****** address listed on her correspondence to your office.  It should be noted that the ***** 5G 21 Gateway is T-Mobile property and must be returned when an account cancels to avoid a non-return fee of $370.00 plus applicable tax.  Additionally, when an account cancels, a return shipping label will be automatically generated.
  
  Once the equipment shipped, on July 28, 2021, the account was systematically activated and subscribed to the T-Mobile Home Internet rate plan for $55.00 per month.  Records reflect the billing statements were sent to the address on record.  T-Mobile regrets if ************** did not receive any correspondence from us. 
  
  As the service was active,************** begin being billed for services.  The billing statement dated July 29, 2021, reflected a balance of $55.00 which included monthly recurring services from July 29, 2021, through August 28, 2021. 
  
  The August 29, 2021,billing statement reflected a balance of $115.30 which included the past due balance of $55.00 and new charges for monthly recurring services and a late payment fee from August 29, 2021, through September 28, 2021.  On August 29, 2021, the account was partially suspended for non-payment.  Furthermore,on September 3, 2021, the account was fully suspended for non-payment.  On September 14, 2021, the account was systematically canceled by our ************** team.  As the account was cancelled, a return label was sent to **************.  Please be advised, on September 23, 2021, T-Mobile issued credits totaling $115.30,updating the balance to zero.  Records from September 23, 2021, indicated that ************** visited a T-Mobile regarding her service.  Therefore, the account was restored per Ms. ****** request.  At this time, new equipment should have been ordered for ************** as there was no way for us to stop the return request from September 14, 2021.
  
  The September 29, 2021,billing statement reflected a balance of $11.67 which included prorated monthly recurring services.  Payment was not remitted for the balance due.  As we did not receive the equipment back, on October 29, 2021, ************** was billed a non-return fee totaling $392.20 including taxes.
  
  The October 29, 2021,billing statement reflected a balance of $458.87 which included the past due balance of $11.67 and new charges for monthly recurring services and the above-referenced non-return fee.  As payment was not received, on November 28, 2021, the account was partially suspended for non-payment.
  
  The November 28, 2021,billing statement reflected a balance of $519.17 which included the past due balance of $458.87 and new charges for monthly recurring services and a late payment fee from November 29, 2021, through December 28, 2021.  Unfortunately, as payment was not received,on December 3, 2021, the account was fully suspended non-payment. 
  
  The December 28, 2021,billing statement reflected a balance of $476.80 which included the past due balance of $519.17 and new charges for a late payment fee totaling $5.30, less a systematic credit of $47.67 for prorated unused services.  On January 7, 2022, the account was canceled for non-payment. Please be advised on February 11, 2022, ************** contacted her Team of Experts (TEX) and asked for another return label; as such, one was sent.
  
  As Ms. ****** account remained unpaid, on March 1, 2022, T-Mobile referred the account to ******, a third-party collection agency for the collection of the past due balance.  As stated in our Terms and Conditions,accounts that are referred to a third-party collection agency may be charged a one-time collection fee.  The amount of a collection fee is determined by the amount of the past due balance.  Accordingly, a one-time collection fee in the amount of $119.20 was assessed to Ms. ****** account and updated the balance to $596.00. 
  
  On March 2, 2022, we received the equipment back, therefore, an adjustment of $392.20 was placed on the account, updating the balance to $203.80.  Additionally, on March 3, 2022, $98.05 of the collection fee was adjusted as the balance was reduced, updating the balance to $105.75.
  
  To amicably resolve Ms.****** concerns, on August 3, 2022, T-Mobile issued credits totaling $105.75,updating the balance to zero.  In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  ************** should allow approximately 90 days for this information to be reflected on her credit report.  ************* accepted as the full resolution to her concerns.  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: 08/11/2022

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

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name ********************* reference ID : ********. I contacted T-Mobile and spoke to a representative. She explained there was a deal where she could send a phone for free and no obligation no strings attached. I didnt even have to activate it. She also sent several sim cards as well. I never activated anything. I called to get a return label when I received everything in the mail. No one sent them to me and said I needed to go into the local T-Mobile store to get a return label. The **************, ** store assisted me. The lady called the number and had an agent email me the labels I needed to return the phone. The agent in the store told me that the phone and the *** cards were activated. I asked her to close the accounts since I never authorized that and put a note. She said I should not receive any bills once I returned the phone. We returned the phone. We received bills for months.I called and explained the situation.Was told it would be taken care of. I wrote on the bills that I didnt authorize this and I didnt ever use T-Mobile.Now I have received these 2 letters wanting me to take my time to go and file a police report because an agent activated a phone and *** cards to get extra money for herself. This is ridiculous. I am home sick and have been since last year. I have been in and out of the hospital. This has been so stressful. I really dont feel or have time to do this with my days. Being in and out of the hospital. I have filled a complaint with the BBB. I hope this will be resolved and over. I would appreciate your assistance and attention with this situation. Thank you,**********************

  Business Response

  Date: 08/03/2022

  August 3, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17626603
  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 is pleased to inform your office that we have contacted ************** and resolved her concerns to her satisfaction.
  
  T-Mobile regrets any inconvenience ************** experienced and we appreciate the opportunity to address her concerns.  Our records indicate on February 12, 2022, ************** activated her account with three voice lines of service and subscribed to the *************************** rate plan at $135.00 per month.  ************** also activated a Mobile Internet (MI) line of service and subscribed to the Mobile Internet 500MB rate plan at $10.00 per month.  Additionally, the voice line of service ending in **** subscribed to the optional Protection 360 feature at $9.00 per month plus tax. 
  
  At the time of activation, ************** took advantage of the Equipment Installment Plan (EIP) to purchase a ******** One 5G 128GB device priced at $264.00 and agreed to 24 monthly installments of $11.00 each.  **************** purchase qualified and received the benefit of the 2021 Smartphone Activate P4 offer and as such, her account received monthly device credits of $11.00 to cover the costs of the ******** One 5G 128GB device.  
  
  On March 9, 2022, ************** contacted our Team of Experts (TEX) to inquire about her account status.  Regretfully, as ************** was unable to verify her account PIN/Passcode, she was then directed to one of retails stores to present a government issued identification to reset the account password before access could be granted.  On March 10, 2022, pursuant **************** request, the account was cancelled.
  
  As such, **************** account produced a final billing statement in the amount of $389.51, which included the past due balance of $144.51, the accelerated EIP balance of $253.00 and a late payment fee of $1.18, and it was due on April 5, 2022.  On March 23, 2022, T-Mobile issued credit of $264.00 for the accelerated EIP charges leaving a revised balance of $125.51 still due on April 5, 2022.  Regretfully, as **************** account remained past due, on June 16, 2022, it was referred to a third-party collection agency to collect on the balances owed.  
  
  However, to resolve **************** concerns, on August 3, 2022, T-Mobile issued a credit of $125.51 to **************** account leaving it with a zero balance. In addition, T-Mobile has requested the removal of the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note that it may take up to 90 days for the credit report to be updated.  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. 
  
  *******************
  Executive Response
  
  

• Initial Complaint

  Date:07/26/2022

  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 whent to Tmobil to request update of my current devise, and the person at the store offered me to take my cellular de one i was using and exhange for a new one apple 13 promax with a credit of $700.00 that was for the the ***********. also he asked me if i want to try internet service for free for 60 days and if i did not like it i can cancel without any charges, then he offered me that if i want to change my other two lines he offered me to get one phone for existing lines and get a credit of $700 which i accepted, thinking that the only bills only increase in in $8.00 for the fithrst line all and $17. 00 for the second line and $12.00 for the third line. it was $37.00 increased but when tmobil withdrew my bank account was for $618.00.i called many times and they did not knew what was going on, finally i went to the store that purchase the devise and they closed permanenthly, went to other location and they agree to cancel the internet, and also he said i have protection plan which i did not request it indeed i said many times i did not want to have protection plan. also he cancel one of two more lines they connected into my account he only was able to cancel one because according to him i have to have other line to get the discount at the end he disconected one line and internet but did not gave me credit for those charges that i never authorized. he said call customer service, i have call many times and they refuse to credit my account. i only one get the service i have before and i can return the phones they gave me.please help me to solve this problem,

  Business Response

  Date: 08/08/2022

  August 8, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  T-Mobile Account Holder: *********** LLC
  Your File No. 17622772
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 5, 2022, regarding the above-referenced account.  Please be advised T-Mobile records indicate the account holder of record is *********** LLC, and ********************* has been designated as an authorized user of the account.
  
  ********************** regrets to hear of ****************** concerns, and we appreciate the opportunity to respond.  On June 4, 2022, an Apple iPhone 12 Pro *** was purchased on the account on our Equipment Installment Plan (EIP), and participated in our 2022 Apple Trade P11 promotion.  This promotion was from May 26, 2022, through July 13, 2022, and offered an Apple iPhone 12 or Apple iPhone 13 series handset on us, up to $800.00, via monthly **** credits, when purchasing on EIP, trading-in a qualifying phone, and activating a new voice line.  At that time, the mobile number ending in ****, was activated.
  
  Also, on June 4, 2022, a High-Speed Internet (***) line was activated.  On June 7, 2022, an Apple iPhone 13 Pro *** handset was purchased on our EIP, and it was not enrolled in a promotion.
  
  On June 16, 2022, an Apple iPhone 13 handset was purchased on EIP, and enrolled in our 2022 Apple Buy 2 P2 promotion.  This promotion was from February 4, 2022, through July 6, 2022, and offered an Apple iPhone 12 or Apple iPhone 13 series handset on us, up to $700.00, when buying two on EIP, and activating a new voice line.  At that time, the mobile number ending in **** was activated.  Our optional Protection 360 device protection was added to both new voice lines at activation.
  
  On August 5, 2022, in an effort to amicably resolve the matter, all lines that ****************** advised ** she did not request to activate, were cancelled.  Additionally, the *** service was cancelled as well.  ****************** does not have to return the handsets to us as we are honoring the promotions without the add a line requirement.  Furthermore, a credit was issued to the account for $292.31, which covered the cost billed for the added lines, the *** service, and the device protection.  The account remains active with a balance of $9.26.  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:07/26/2022

  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.

  Since switching over the primary account holder to my name **** I'm supposed to have the **************** Veteran Plan, i have no to date have verified my veteran status 6 times with Tmobile, the first time initially was in store, each subsequent time was done online or with a tmobile representative, each month my **** is ***** dollars more expensive with no recourse of fixing the issue at hand not sure why this has to be so difficult.

  Business Response

  Date: 08/04/2022

  August 4, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      **** *********
  Your File No. 17626203 
  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 Mr. ********* experienced and we appreciate the opportunity to address his concerns.  Our records indicate that on October 26, 2021, Mr. ********* activated his account with four lines of service and subscribed to the ******************** rate plan at $160.00 per month.  
  
  The ******************** rate plan gives unlimited voice, messaging, and high-speed data service, at a discounted price for our military customers. After adding this plan, customers must completed online verification and they will be notified via text message with a link to verify their military affiliation until verification is complete.  If verification is not completed within 45 days, the rate plan will be changed automatically to standard Magenta rate plan with no military discount (a price increase of up to $20.00 per line).
   
  Our records indicate that on March 11, 2022, T-Mobile sent a text message notification with the following message:  Heads up! Its time to verify eligibility for your **************** Plan. Please respond by 4/14/22 to keep your exclusive benefits. Its easy and only takes a few minutes. Visit t-mo.co/MP1 to get started.
  
  On April 11, 2022, T-Mobile sent a text message notification with the following message: Final Reminder dont lose your discount! If you havent already, please verify your military status by 4/14/22 or standard plan rates and device costs will apply without **************** discounts within 1 to 2 **** cycles. Visit t-mo.co/MP52339.  Regretfully, as T-Mobile could not confirm Mr. *********s military affiliation, on April 27, 2022, the rate plan was updated to the standard Magenta rate plan.  
  
  However, on July 26, 2022, after completing military affiliation verification, Mr. *********s rate plan was updated to the ******************** rate plan.  Additionally, T-Mobile issued a credit of $64.29 for the price plan difference.  Mr. *********s account remains active under the ******************** rate plan.  Please note, once completed, ******************** customers are not required to re-verify their military affiliation.  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. 
  
  ***** May
  Executive Response
  
  

  Customer Answer

  Date: 08/06/2022

   
  Complaint: 17626203
  
  I am rejecting this response because:Each month since the plan was changed over to the magenta Military plan from ***************************** to ***************************** the initial verification. Was done at the T-Mobile store for the Magenta Mumitsry Plan each subsequent month after Ive had issues with T-Mobile overcharging the **** and constantly being told that we had to reverify the military status on the account t T-Mobile lack of vigilance and care for customers is apparent with each representative stating your fine and than the **** changes over the next month there is 0 accountability they have all records of when I have contacted them in addition to transcripts of our conversations 

   

  they continue to play this game as if they solved an issue in August of ********************************************************** December 2021
  
  Sincerely,
  
  **** Vikinovac

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4-27-2022 I opted to switch my two phone plans from Straight Talk to T-Mobile. This move was based upon T-Mobile benefits that included overseas text and data usage, cost that includes tax, ******* included among others. T-Mobile has a lot of value added into their plans, I learned. So I called to switch my two phone plans and knew exactly what I wanted. The MagentaMax first responder phone plan, two sim cards, and to use the phones I already had. When speaking with the "T-Mobile Specialist" I was informed that I qualified for a free third line. I wasn't planning on this change but I have a 15 year-old who had a plan through Tracfone for ***** per month with only 100 mb of data. So I decided to save some money and add this to the plan. T-Mobile said that the **** would work itself out by the second ****. I should have been paying $100 for all three lines. I got bills for $120. I called on Tuesday, July 18th to ask about the billing discrepancy, as well as add a new line and add a new Iphone SE (2nd gen) which was to be free with billing credits. I was told that my plan did not qualify for the free line was transferred to supervisor **** who only offered a **** credit and no solution to the problem that I was sold 3 lines for the price of two. I was treated as if I was demanding the free third line or trying to scam them, in my opinion. I asked to speak to his supervisor and received a call back with the same treatment and once again, no solution. When I asked for his supervisor I was told no and that he was "on vacation". I don't find paying for a line that is supposed to be free, ($250 per year) a solution.I tried to find a solution by texting. I was texting with supervisor Sherwin who again could not offer any solution. I had to offer my own solution. Then was told I could not get an the iPhone because that deal expired the day before. He said he couldn't help in anyway.

  Business Response

  Date: 08/08/2022

  
  August 8, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. ********
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 8. 2022, regarding the above-referenced account. 
  
  T-Mobile regrets any concerns ************** experienced regarding his monthly access charges and device promotion.  On April 28, 2022, ************** activated the above account and subscribed to our *************************** program for $135.00 per month for three lines of service.  At the time of activation ************** enrolled in AutoPay and receives a discount of $5.00 per line on his rate plan while maintaining enrollment. 
  
  Beginning January 13, 2022, and for a limited time, T-Mobile is offering new customers who activate at least three voice lines of service on select rate plans can receive one of those lines free via monthly recurring **** credits.  Regrettably, our Magenta First Responder rate plan does not qualify for free line discounts as this rate plan is already a discounted rate plan.  T-Mobile confirmed at the time of activation, we were not offering a free Apple iPhone SE 2nd Generation device promotion.  However, between March 11, 2022, through July 6, 2022, T-Mobile was offering 50% of an Apple iPhone SE 3rd Generation device when the device was purchased on our Equipment Installment Plan (EIP) and a new line of service is activated.  ************** did not purchase a device on EIP and therefore he did not qualify for this promotion. 
  
  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.  Mr. ****** billing cycle runs from the 29th of one month through the 28th of the next month.  Mr. ****** first monthly billing statement was in the amount of $120.00 and consisted of monthly access charges for the billing period from April 29, 2022, through May 28, 2022.  On July 21, 2022, ************** contacted T-Mobiles Team of Experts (TEX) and agreed to change his rate plan to our Magenta First Responder rate plan for $90.00 per month for three lines of service while maintaining enrollment in AutoPay.
  
  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 ************ contact with our TEX.  T-Mobile asks that ************* contact me at the number below to discuss this matter further.  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.
  
  ***** May
  Executive Response
  

• Initial Complaint

  Date:07/26/2022

  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.

  my roommate needed to get a new phone so I met her at Tmobil. my roommate was already there going over phones with a regional sales manager that had just moved to ****. the phone she had picked out was free and came with a free watch. I was looking at a phone and the regional sales manager asked me what phone I had, I should him my phone and he said that If I wanted the new phone I would get an $800.00 trade in, so I decided to go ahead and get the new phone. This phone came with a free watch. The regional sales manager and one of the rep from the store wrote everything down. They both told me that my phone **** would only be 10 to 15 dollars more a month. I left there believing what I was told would happen. when I got my first **** it was over ****** dollars more a month. I went in to Tmobil and they could not help me. so I called customer service. I found out that the ****** did not get enter to my account, so I was not getting the ***** dollar credit towards my phone. they had one of the watches being charged ***** it should have been ***** a month. there was also a ***** deposit I was told I needed to pay. the rep said I would not be charged for any deposits. I had to pay it or my phones were going to be shut off. so I paid it. I had talked to a manager and he said he could apply the 7***** to the phone or he could send me a check. I told him that I am going to get a lawyer. I left a messages for 2 different lawyers and did not hear back from them. in the mean time my husband had to have surgery and I am having to have surgery and I just can't fight this any longer. I called Tmobil and requested to have a check sent to me for the the 7*****. They told me they can't send me a check. even though I was told that. I then said to apply the 7***** to the phone, so it would make less payments to the new phone. They also told me they could not do that either. so the 7***** was credited to my account and it was used to pay my ****. not my choice. they just did it.

  Business Response

  Date: 08/09/2022

   
  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       ***********************
  Your File No. 17615448
  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 concern **************** may have encountered regarding her account. T-Mobile records confirm on October 7, 2006, **************** activated the account and had four voice lines ending in ****, ****, **** and **** enrolled in the Simple Choice Family Match Unlimited Talk, Text + Unlimited 4 lines Promo rate plan for a monthly cost of $150.00, plus applicable taxes. In addition, **************** account had five Mobile Internet (MI) lines ending in ****, ****, ****, **** and **** enrolled in the Simple Choice NC Mobile Internet On Demand rate plan, for a monthly cost of $10.00 each. However, the MI lines receive a MI monthly discount, making them free.
  
  T-Mobile records indicate on April 15, 2022, **************** activated two new voice lines ending in **** and ****. At this time, the rate on the account was changed to the T-Mobile Essentials rate plan for a monthly cost of $100.00, for the first two lines and each additional line is $20.00 a month. Please note, the rate plan was backdated to reflect the start date of March 24, 2022. In addition, **************** activated a SyncUP line ending in **** and was enrolled in the SyncUP KIDS Watch rate plan for $15.00 a month. Also, **************** activated a DIGITS line ending in **** and was enrolled in the Data with paired DIGITS rate plan, for $10.00 a month. Please note, the lines ending in **** and **** were required to pay a $25.00 deposit each and as such the fees were assessed to the account. 
  
  Additionally, on April 15, 2022, **************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase the following equipment.
  
  ******** G ****** 5G for the line ending in **** and agreed to 24 monthly installments of $10.50.     
  T-Mobile SyncUP Kids Watch for the line ending in **** and agreed to 24 monthly installments of $7.25.    
  ******* Galaxy S22 Ultra 5G for the line ending in **** and agreed to 24 monthly installments of $50.00.
  ******* Galaxy Watch 4 40mm for the line ending in **** and agreed to 24 monthly installments of $12.50. 
  
  Please be advised the ******** G ****** device qualified for the 2022 Apple Trade P11 promotion and as such, is eligible for 24 monthly credits of $10.50, making it free. The T-Mobile SyncUP Kids Watch qualified for the 2021 SyncUP Watch P1 promotion and as such, is eligible for 24 monthly credits of
  $7.50, making it free. The ******* Galaxy Watch 4 40mm qualified for the 2022 ******* Watch P5 promotion and as such is eligible for 24 monthly credits of $12.50, making it free. 
  
  T-Mobile records indicate **************** traded-in a ******* Note 9 for the ******* Galaxy S22 Ultra and received a trade-in credit of $85.00, that was used towards the handsets taxes. Thus, ****************** mobile number ending in **** qualified for the 2022 ******* Trade P4 promotion; however, due to an inadvertent error, the line was not enrolled in the promotion. 
  
  Moreover, the billing statement dated April 24, 2022, was sent reflecting a balance of $386.24 due by May 16, 2022. This balance consisted of the deposit fees, monthly access charges from March 24, 2022, through April 23, 2022, *** charges associated with an ** Stylo that was purchased on September 9, 2020, a ******* Galaxy S20 FE that was purchased on November 15, 2021, and for the new ******* Galaxy S22 Ultra, prorated charges for the mid-cycle changes, a late fee, taxes and fees. As the account did not receive payment, on May 19, 2022, T-Mobile suspended the account from making outbound calls. This same date, **************** contacted T-Mobile and as a courtesy, the account was restored with no payment. As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee may be assessed. Subsequently, ****** agreed to a payment arrangement and promised to pay $100.00 by May 26, 2022, and $362.99 by June 9, 2022. Please note, the payment arrangement included the restore from suspend fees and the payment support fee. It should be noted, T-Mobile records do not indicate **************** was charged $75.00 for the DIGITS line of service. Hence, **************** remitted the payments and agreed.
  
  On July 23, 2022, **************** contacted T-Mobile to dispute the *** for the ******* Galaxy S22 Ultra 5G device. As a courtesy to ****************, T-Mobile made an exception and credited the account $750.00 to honor the 2022 ******* Trade P4 promotion. At the time, the account was updated with a credit balance of $368.61. 
  
  Furthermore, upon speaking with **************** on August 8, 2022, T-Mobile apprised the above. However, **************** was not satisfied that the above-mentioned credit of $750.00 was issued towards the account balance instead of it being issued towards the ******* Galaxy S22 Ultras *** or sent via a check. Therefore, as a final courtesy and as a gesture of goodwill, T-Mobile closed the **** associated with the ******* Galaxy S22 Ultra and the ******** G ******, absolving **************** from the remaining *** balances owed. In addition, per **************** request the mobile numbers ending in **** and **** were cancelled, the same day. Also, the rate plan on the account was reverted to the Simple Choice Family Match Unlimited Talk, Text + Unlimited 4 lines Promo rate plan. That said, **************** monthly charges estimate to be around $280.00. T-Mobile regrets any inconvenience to ****************.  
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***********************
  Executive Response
  
  

  Customer Answer

  Date: 08/10/2022

   
  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: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.

  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.T-MOBILE *** ACCT #: ******** BAL. $1,722.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 08/02/2022

  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************************
  Your File No. 17625619
  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 ******************** experienced regarding the final balance reflected on account number ********* in the amount of $1,722.59.  T-Mobile records indicate the above-referenced account was activated on August 22, 2014, and cancelled on April 1, 2022, as the result of non-payment.
  
  Please note, if a customer has an open Equipment Installment Plan (***) and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.  ******************** agreed to an *** on February 4, 2021, with the purchase of an Apple iPhone 11 handset.  When the account was canceled on April 1, 2022, the remaining *** balances totaling $249.99, were accelerated to the final billing statement. 
  
  The final balance of $1,722.59, consists of the following:
  
  The billing statement dated November 23, 2021, reflected a balance of $548.12, which consisted of monthly service charges, monthly *** charges, payments totaling $1,075.86, and a late payment fee of $20.38.
  The billing statement dated December 23, 2021, reflected a balance of $1,078.40, which consisted of a past due balance of $548.12, monthly service charges, and monthly *** charges.
  The billing statement dated January 23, 2022, reflected a balance of $1,038.73, which consisted of a past due balance of $530.28, monthly service charges, monthly *** charges, payments totaling $548.12, and a late payment fee of $20.38.
  The billing statement dated February 23, 2022, reflected a balance of $1,168.98, and consisted of a past due balance of $1,146.24, credits totaling $79.00, monthly *** charges, and a late payment fee of $20.22.
  The billing statement dated March 23, 2022, reflected a balance of $1,231.69, which consisted of a past due balance of $1,168.98, monthly *** charges, and a late payment fee of $37.71.
  The final billing statement dated April 23, 2022, reflected a balance of $1,469.39, which consisted of a past due balance of $1,181.69, the above-referenced accelerated *** charge, and a late payment fee of $37.71.
  
  After unsuccessful attempts to collect on the outstanding balance, on May 23, 2022, the account was referred to an outside collection agency, and is currently with ********************************** (RPM).  Accordingly, a collection fee of $253.20, was assessed to the account creating a revised final balance of $1,722.59.  ******************** may contact RPM at ************ to discuss payment options.  Should ******************** wish to discuss the matter further, he may contact me at the number below.  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:07/26/2022

  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.

  This claim is being filed because I asked if I could pivot my account from sprint to tmobile. I was thinking about upgrading my phone. I called and asked tmobile if they could merge (tmobile calls it pivot) my account over from sprint to tmobile. Instead they ported all my numbers over, installed my ********** (wifes) number to the wrong phone (my phone) and left my ************ number in limbo. Also both my watch numbers where dropped. I had contracts on all these devices and it has come to my attention they should have told me my account was ineligible to be moved. I've spent over 12 hours on the 25th either on the phone or in tmobile stores trying to resolve the issue. It's the 26th and I'm in a different t-mobile store. Sprint the hand off company and tmobile are the same company now. How they can not resolve this issue is beyond me. Every store manager/employee has told me they can't do anything to fix it.

  Business Response

  Date: 08/02/2022

   
  
  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17625461
  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 concern ****************** may have encountered regarding his account activation. Please be advised T-Mobile takes account security seriously; therefore, to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. A review of the Sprint account confirms ****************** is not the account holder of record.
  
  T-Mobile records indicate on July 25, 2022, ****************** activated the above-referenced account with two ported-in mobile numbers ending in **** and ****. The lines were enrolled in the individual **************** rate plan, for a monthly cost of $60.00 each, taxes included. In addition, two DIGITS lines ending in **** and *********************************** the DIGITS Talk & Text rate plan, for a monthly charge of $15.00 each, taxes included. Please be advised, T-Mobile records indicate the mobile numbers ending in **** and **** were successfully ported-in to T-Mobile and are currently in use.
  
  Upon speaking with ****************** on August 1, 2022, he confirmed the issues with his mobile numbers ending in **** and ******************************************************* addition, we updated the watches DIGITS lines rate plan to the Data with paired DIGITS rate plan, for a monthly cost of $15.00 each, taxes included. Hence, ****************** confirmed his Watches are now working as expected. 
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. ******** recent contact with our retail location and Team of Experts (TEX). T-Mobile regrets any inconvenience to ******************. 
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***********************
  Executive Response