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
- 27,416 total complaints in the last 3 years.
- 8,081 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: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 subscribed to the unlimited international plan, and every month I have to call up for credit. I was even told by a representative that the plan wasn't unlimited. Last month I was told it would be escalated so the problem would be corrected, still no credit and no fix. International charges are still appearing on my bill.Business Response
Date: 08/01/2022
August 1, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************
Your File No. 17624956
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 to hear of ************** concerns, and we appreciate the opportunity to respond. T-Mobile records reflect that on February 24, 2022, ************ added our optional *********************** feature to her mobile number ending in 6833. This feature offers free or discounted calls originating in ***************** to select countries. The rate to call ******* is reduced from $3.00 per minute to $0.30 per minute with the *********************** feature. Upon careful review, T-Mobile has determined that ************ has been billed accurately at the discounted rate for the international calling she has done. However, as a gesture of goodwill, credits totaling $134.94, have been applied to the account. Should ************ have additional concern regarding the matter, we recommend she contact me at the number below. The account remains open with a balance of $183.80. 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: 08/02/2022
Complaint: 17624956
I am rejecting this response because: as shown in the attachment the plan says unlimited international Calls which is shown on my account. It does not state reduced rates, Secondly the line in question isn't my number which is the Secondary main account it is under one of my additional lines... if this is intact a reduced plan rate it should say that, but it doesn't it says unlimited international to mobile phones. As in the attachment I sent.Sincerely,
*************************Business Response
Date: 08/12/2022
August 12, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************
Your File No. 17624956
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 9, 2022, regarding the above-referenced account.
T-Mobile regrets any continued concerns ************ has with what is included in our features, and we appreciate the opportunity to review and address her concerns.
Upon review of the screenshot ************ provided in her correspondence to your office, our North ******************************** Talk with mobile feature is referenced, which is described as *********************** Talk to mobiles to over 30 countries. Taxes charges separately. While we regret any confusion or inconvenience ************ experienced, ******* it is not part of the 30 countries that are free to call with this feature; however, T-Mobile does provide an additional discount to *******, which reduces the per minute rate from $3.00 to $0.30 per minute.
On August 2, 2022, pursuant to ************** request, the above-referenced feature was removed and $48.26 in credits were applied to the account, revising the account balance to $135.54. Should ************ or the individual who uses mobile number ending in **** wish to review rates for a specific country in the future, they may visit https://www.t-mobile.com/coverage/international-calling#check-rates at their convenience. T-Mobile sincerely regrets any inconvenience to ************, and we appreciate her feedback.
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 ResponseInitial 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.
When I first signed up for T- Mobile (2016) I was told that my three lines + a tablet would be approximately 120 dollars per month. When my **** arrived the monthly amount was approximately $160. I called T-Mobile and was told that certain one time charges would drop off and that I would soon have a **** of $120. For years I contacted T-Mobile and spoke to several representatives who allegedly tried to correct the problem but in fact did not correct the problem. Recently, I spoke to someone who allegedly met with a manager who decided to **** my account for approximately 120 per month. I decided to accept a new offer for internet access from T Mobile which added another $50 per month for a total of approximately $170 per month. Then sometime in May a friend of mine decided to take over my three phone lines and add them to his ****. in addition, we agreed with T-Mobile to drop the tablet that was on the ****. Therefore my friend would receive my three lines on his **** and my **** would only reflect the $50 dollar internet service that i have with T-Mobile. My last **** was for approximately $43 because they overcharged me on the previous ****, but the **** was written in a confusing manner. I called T-Mobile and spoke with one of their agents who put me on hold to consult a manager. The agent came back to the phone and assured me that from that time forward my **** would be approximately $50. I am now in receipt of a **** for $120 dollars.Business Response
Date: 08/02/2022
August 2, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ********************************
Your File No. 17624566
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.
T-Mobile regrets to hear of ************************* concerns, and we appreciate the opportunity to respond. T-Mobile records reflect that on November 15, 2016, the account was activated and subscribed to our ONE Plan 4 lines for $35.00/4th Line Free Offer, which offered four lines at a cost of $155.00, or $140.00 with our AutoPay discount. However, ************************* only activated three voice lines, which is the same price as the promotional plan with four lines. A mobile internet line was activated at the same time at a cost of $25.00 monthly, or $20.00 with our AutoPay discount.
On March 14, 2022, ************************* added a High-Speed Internet (HSI) line at a cost of $55.00 monthly or $50.00, with our AutoPay discount. On March 17, 2022, ************************* three voice lines were moved to our Magenta 55+ rate plan at a cost of $120.00 monthly, or $105.00, with AutoPay.
On May 22, 2022, ************************* three voice lines were cancelled when they were moved to another T-Mobile account. The mobile internet line remained open and continued to **** until it was cancelled at ************************* request on August 2, 2022. T-Mobile records do not reflect a previous request to cancel this line. However, in an effort to amicably resolve the matter, on August 1, 2022, the mobile internet line was cancelled at ************-Thomass request, which leaves only her HSI line active. Additionally, credits were issued to the account totaling $160.00. The account remains active with a credit balance of $40.00. 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 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.
My father who is a Tmobile account holder passed away on June 23rd 2022. On July 13 2022 I tried to call and cancel his account. **************** told me someone would call me back to finish the cancellation, but no call ever came. I have made repeated attempts to cancel the account since then, with the same answer - someone from another department will call me back. It's now July 26 2022 and the account is still open. It feels almost like fraud at this point, forcing someone to keep a account open and having to pay for the account when the person who owned it is deceased. As if it isn't hard enough dealing with the death of a loved one.Business Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***********************
T-Mobile Account Holder: **************************
Your File No. 17624576
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 be advised that T-Mobile records indicate the account holder of record is **************************, and that *********************** has been designated as an authorized user of the account.
********************** extends our deepest condolences to ************ and her family during this difficult time. T-Mobile regrets any concern ************ may have encountered regarding the above-referenced account. Please be advised, T-Mobiles records confirm that our first notification that the account holder was deceased was on July 13, 2022, when ************ contacted T-Mobiles Team of Experts (TEX). At that time, the account information was forwarded to our Customer Resolutions Team for follow-up contact with ************ to discuss account options, per our standard deceased customer handling process. It is very important to note that once T-Mobile is furnished with the certificate of death, account authorized users and end users have options for keeping their phone number and equipment if they like or cancelling the account in its entirety. We truly regret any delay in follow-up from our Customer Resolutions Team.
Moreover, T-Mobile records indicate on July 21, 2022, our Customer Resolutions Team attempted to reach ************ to further assist with the account changes needed and regrettably, were unsuccessful. Nevertheless, on July 26, 2022, ************ contacted T-Mobile and the account was fully cancelled. Please note, ************ will not be responsible for any payments on the account. 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 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:Customer Service 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.
More than 60 days ago, my mother (***************************) and I (*****************************) contacted T-Mobile to cancel the line for the phone number ************, and T-Mobile suspended the line instead of cancelling. Since T-Mobile is still charging us we have contacted customer service and realized that our requested was never processed. We understand adjustment need to be done taking in consideration the **** cycle, but no cycle take more than 30 days and our request of cancellation was made more than 60 days ago. We respectfully request a refund/credit adjustment.Business Response
Date: 08/10/2022
August 10,2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: *****************************
T-Mobile Account Holder: ***************************
Your File No. 17624298
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 25, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is ***************************, and she has designated ***************************** as an authorized user of the account.
********************** regrets any concerns ****************** experienced with the cancelation of the line of service. T-Mobile records reflect prior to August 4, 2022, the account had three lines of service subscribed to the Magenta Unlimited 55 rate of $80.00 per month for the first two lines, and $25.00 per month for the third. Additionally, the account was enrolled in AutoPay to save $5.00 per line each month.
T-Mobile records reflect ****************** spoke with Team of Experts (TEX) on April 15, 2022, to advise the Apple iPhone SE handset associated with mobile number ending in *********************************************************** to use the Find My iPhone feature to locate it. During this call, our records reflect TEX properly advised ****************** that only the Billing Responsible Party could request to cancel the line of service, and ****************** requested the line be suspended in lieu of cancelation.
T-Mobile records reflect the mobile number ending in **** remained in a suspended status until ****************** and the Billing Responsible Party spoke with TEX again on July 10, 2022, to request the mobile number ending in **** to be canceled. Pursuant to T-Mobile policy, the cancelation was set to take effect at the end of the current billing period on August 4, 2022. We have confirmed the mobile number was canceled on August 4, 2022,accordingly.
During our review of the account, a T-Mobile error was not identified. Nevertheless, in an effort to reach an amicable resolution to this matter, our office has placed a credit of $40.00 on the account, equal to two months of service for the mobile number ending in ****. The account now reflects a credit balance of $40.00 which will apply to the next available billing statement.
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: 08/10/2022
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 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 March 24th I got a modem from the T-Mobile store in the ******************** sometime in March. The modem never worked for me so after 3 days of trouble shooting I brought it back to the store on March 26th returned it and closed my account. The store clerk said I owed nothing. Months go by and I hear nothing from T-Mobile and then in July I get a **** for a billing period from 25MAY to 24JUN. I called T-Mobile but they couldn't help me because my account was closed and they could not look up my info. I was told to go to the store in person and talk to someone there about it. I went in person and they couldn't find my account at all with all my personal information I provided. The person there told me not to worry about it since it was a mistake and T-Mobile would close my account and that would be the end of it. Now I got a letter from ************************** notifying me they are debt collectors collecting a debt I owe to T-Mobile. I shouldn't owe T-Mobile anything since I only had the modem for 3 days and it never worked in that time period for me at the speeds they promised and they said I owed nothing. The amount that is owed is $66.37. My fear is if I pay this debt what is to stop T-Mobile from charging me other amounts in the future and I can't get a resolution because their customer service can't find my account.Customer Answer
Date: 07/27/2022
To whom it may concern,
I made duplicate complaint today because I forgot to attach the paperwork and email screen shots showing that I returned the equipment to T-Mobile and the account was closed and I owed $0. I didn't know how to upload these documents to the already existing complaint. I'll attach the documents here.
Thank you,
*********************************Business Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *********************************
Your File No. 17624065
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated June 29, 2022, regarding the above-referenced account.
T-Mobile regrets any concerns ********************** has experienced regarding the above-referenced account, and we appreciate the opportunity to respond. ********************** activated the above-referenced account at a T-Mobile retail location on March 24, 2022, with a T-Mobile Home Internet line of service ending in 2966. At the time of activation, a ***** 5G21 Gateway was provided to ********************** at no cost to him. The account was subscribed to our T-Mobile Home Internet rate plan billed at a monthly rate of $55.00. A review of this matter confirms the ***** 5G21 Gateway was returned on March 26, 2022. However, T-Mobile is unable to substantiate cancellation of the account was requested.
On May 15, 2022, the account was canceled due to non-payment. The final billing statement dated May 25, 2022, reflected a balance owed in the amount of $66.37. This balance consisted of monthly recurring charges and late fees billed between March 24, 2022, and April 25, 2022. Payment for this balance was due by June 17, 2022. As payment was not remitted by the due date and T-Mobiles internal collection efforts were unsuccessful, on June 28, 2022, the account was referred to a third-party collection agency, **************************, for further collection efforts. On July 30, 2022, a payment in the amount of $66.37 was remitted to the account for the final balance, reducing the account to a zero balance. On August 2, 2022, it was confirmed the account was no longer in collections and ********************** is free to pursue new service with T-Mobile if desired.
To bring resolution to this matter, on August 2, 2022, T-Mobile issued a refund in the amount of $46.33 to ********************** for the charges billed between March 27, 2022, and April 25, 2022. This refund has been issued to ********************** in the form of a prepaid card, sent via U.S. Mail to the billing address of record. ********************** can expect to receive this refund within 14 business days. 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.
Aika *******
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. Thank you very much.
Sincerely,
*********************************Initial Complaint
Date:07/26/2022
Type:Billing 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.
This will be my last **** here at T-Mobile, I absolutely hate this company, I have been charged 29 dollars for no reason, I always make a payment arrangement and have consistently made them and paid them on the due date, yet I was informed I had to pay this random amount of 29 out of no where and a supervisor named ******** refused to look into the receipts I provided to him and said my **** was correct, that is highly incorrect when I have never been informed of a past due balance, I made each payment balance that was texted to me and I have bank debuts and text message bills and receipts yet I still owe a random 29 that i have never been informed of, it also shows I dont have a past due balance then it shows I do, how inconvenient of a company to tell you that you owe a balance months later, and never put it in the **** you are paying on, ridiculous, I have had issues with this company since 2017 and I cant wait to leave here and go to at@tBusiness Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************
Your File No. 17623977
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 her concerns to her satisfaction.
T-Mobile regrets any inconvenience **************** experienced and we appreciate the opportunity to address her concerns. Our records indicate on September 14, 2021, **************** activated her account and as of June 19, 2022, has been subscribed to the T-Mobile Essentials rate plan at $65.00 per month plus tax. Also, **************** has a DIGITS line of service with the number ending in **** and it is subscribed to the DIGITS Apple Watch rate plan at $10.00 per month plus tax and a T-Mobile Home Internet line of service at $55.00 per month plus tax.
**************** also has active Equipment Installment Plans (EIP) for the following devices:
Apple iPhone 11 with an EIP installment of $25.00 per month.
Apple Watch Gold 40mm with an EIP installment of $13.74. However, **************** account receives the benefit of the 2021 Apple Watch P7 offer which provides a monthly credit of $5.46 towards the watch.
On August 1, 2022, T-Mobile contacted **************** regarding her concerns. In our conversation, we explained the monthly recurring charges as provided above. Regretfully, T-Mobile could locate the additional $29.00 per month **************** had indicated in her correspondence to your office. Nonetheless, in an effort to amicably resolve **************** concerns, T-Mobile issued a credit of $29.00 to **************** account. Additionally, T-Mobile issued a credit of $50.00 as a gesture of goodwill. **************** accepted the credits as resolution to her concerns and her account remains active with a revised past due balance of $147.33. 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 ResponseInitial Complaint
Date:07/26/2022
Type:Product 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 canceled my T-Mobile order (#************) for 2 telephones,2 telephone lines and their activation on July 6,2022 and returned telephones to T-Mobile by **** and my fee for telephones, lines, and activation of lines was refunded to my credit card account.on July 19,2022.On July 20,2022, the first autopay of $108 for the 2 telephone lines which had not been activated appeared on my credit card. I called T-Mobile on July 20, to point out that I did not activate the telephone lines and requested that the $108 be refunded to my credit card. I was informed that the autopay charge would be refunded and autopay canceled. A confirmation of refund and cancelation of autopay would be confirmed by e-mail.I called T-Mobile again on July 22 and again reviewed the issue of the autopay which I was again reassured that the $108 would be refunded and autopay canceled, Confirmation of this agreement would be confirmed by e-mail. The confirmation has not as yet been received.I request that I receive confirmation of the refund by e-mail and an estimate of the number of business days in which the refund would be expected to arrive in my credit card account..Business Response
Date: 08/02/2022
August 2, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *******************************
Your File No. 17623800
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 July 1, 2022, ****************** activated his account with two lines of service and subscribed to the Magenta *** 55+ rate plan at $100.00 per month. Also, ****************** subscribed to the optional Protection 360 feature at $9.00 per month per line of service. Additionally, ****************** subscribed to the optional *************** which automatically removed funds from ******************** chosen payment method, bank account or credit card, and applied the funds to this account as a payment two days before the **** due date. Also, when combined with the Magenta *** 55+ rate plan, AutoPay provides a $5.00 monthly discount per line of service and as such, ******************** monthly recurring charges for his rate plan were reduced to $90.00 per month.
At the time of activation, ****************** took advantage of our Equipment Installment Plan (***) to purchase two ******* Galaxy A13 devices each priced at $258.00 and agreed to 24 monthly installments of $10.75 each per device. ********************** provides a 14-days return period to all customers allowing them to use the service to see if it meets their needs. If customers find the service is not acceptable, they may cancel service within this period and only be responsible for the service charges, fees and taxes incurred through the date of cancellation. Customers may also return their device(s) for a refund, less any restocking fee.
******************** billed by a system known as **** current. This means charges for ******************** rate plan were billed in advance of the service being provided and become due within that billing cycle. For instance, ******************** billing cycle ran from the 2nd of one month through the 1st of the next month. As such, the **** due date was on the 22nd of the month prior to the start of the next billing cycle with AutoPay automatically drafting the payment on or around the 20th of the month. As such, ******************** account produced the first billing statement in the amount of $108.00 and it was due for AutoPay automatic draft on July 20, 2022.
On July 6, 2022, ****************** contacted his Team of Experts (TEX) regarding his account and pursuant his request, T-Mobile provided return shipping labels to return both of his devices. However, ******************** account remained active and subscribed to AutoPay and as such, on July 20, 2022, the payment of $108.00 was drafted.
On July 15, 2022, T-Mobile was in receipt of ******************** devices and as such, the *** associated with them was terminated. On July 22, 2022, ****************** contacted TEX regarding his concerns and pursuant his request, AutoPay was cancelled. Additionally, T-Mobile processed a refund request for the payment of $108.00, however, this was declined due to an inadvertent error.
On August 1, 2022, T-Mobile contacted ****************** regarding his concerns. As such, to amicably resolve ******************** concerns, T-Mobile completed the cancellation of his account to avoid further charges. Additionally, T-Mobile processed and approved the refund of $108.00 in the form of prepaid card mailed to ******************** address of record. ****************** should allow up to ten (10) business days for processing and delivery. Furthermore, T-Mobile agreed to remove any final charges after the final billing statement is produced. ****************** accepted our offers as resolution to his 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.
*******************
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 have spoken with T-Mobile representative on this date, August 4, 2022, He has agreed that the refund of $108 will be returned/credited to my credit card and not via prepaid card.
He also confirmed that the autopay has been cancelled and no further autopay charges will occur.
Sincerely,
*******************************Initial Complaint
Date:07/25/2022
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 and my husband have a family plan with T-Mobile and requested a new line for another visiting family member last month. We went to a local T-Mobile store (**** ******************. Ste H, ********* ** *****) and an employee informed ** that the addition of two lines would cost the same as for one line. The employee also ensured that there is no hidden charge associated with the fourth line. Although we only need one line, we were persuaded by the employee and agreed to add two lines based on the T-Mobile employee's information ************* and ************). However, we received our July **** recently and surprisingly learned that the fourth line actually costs $36.09. In addition, we did not agree to add any service but a Smartphone Mobile Hotspot appeared on our ****. We do not even know what this hotspot is and did not use this service. This deceptive business behavior must be corrected immediately: (1) ************ should be discontinued immediately and (2) the charged service fee ($18.33) and over-charged plan fees ($36.09) should be returned. No such fees should be charged in the next month's ****.Business Response
Date: 08/02/2022
August 2, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: Minxin ***
Your File No. 17623738
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 25, 2022, regarding the above-referenced account.
T-Mobile regrets any concern Ms. *** may have regarding her account. T-Mobile records indicate on January 18, 2020, Ms. *** activated her account and had two mobile numbers ending in **** and **** enrolled in the T-Mobile Essentials 2+ rate plan, for a monthly cost of $100.00 plus applicable taxes. However, as the account is enrolled in AutoPay, 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.
On June 27, 2022, Ms. *** activated two new mobile numbers ending in **** and **** for an additional Add-A-line fee of $15.00 each, after the AutoPay discount. T-Mobile records indicate the mobile number ending in **** qualified for the 2022 Line On Us P2 promotion, therefore, the line is free after monthly discounts. In addition, the mobile number ending in **** was enrolled in the Essentials 10GB ******* feature for a monthly cost of $10.00.
Furthermore, the billing statement dated July 22, 2022, was sent to Ms. ***, reflecting a balance of $164.99 due by August 14, 2022. The balance consisted of prorated monthly access charges, for the new lines of service, from June 27, 2022, through July 21, 2022, new monthly access charges from July 22, 2022, through August 21, 2022, taxes and fees.
Upon speaking with Ms. *** on August 1, 2022, T-Mobile apprised the above. Per Ms. ***s request, the Essentials 10GB ******* feature was removed from the mobile number ending in **** and as a courtesy, we issued an account credit of $25.00, to cover for the charges associated with the feature and for any inconvenience encountered. Thus, the account balance updated to $139.99. Please note, Ms. *** opted in keeping all her lines activated. T-Mobile regrets any inconvenience to Mr. ***.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***********************
Executive ResponseInitial Complaint
Date:07/25/2022
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.
We went to T Mobile to change our service from on current carrier to them as we heard they were the number one growing cell phone company. We told sales person what our current **** was and we wanted to either decrease monthly **** or at least pay no more a month. We were told we qualified for two plans and the 55 and over plan was best for us and cheapest. We also were told we could get 2 new phones for what we were currently paying and the third line would be free. When the first month **** came, it was $40.00 more per month than quoted. When we went to the store, we were told by the store manager that we were misquoted by the sales person about the plan, the third line being free and the monthly cost of buying the phones. The manager changed our plan to military rate and signed a form with a quote for our monthly plan cost, monthly cost for 23 months to buy the phones and what our monthly cost would be after phones paid off. It also states there will be no price increase. Well third month **** is even higher. When I called T Mobile, they said we were misquoted by the prior manager and even though he signed and dated a firm saying what our plan costs would be, they will not honor it and if we leave T Mobile, we cannot return the phones and must pay them off.Business Response
Date: 08/11/2022
August 11, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***********************
Your File No. 17620121
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 29, 2022, regarding the above-referenced account.
T-Mobile regrets to hear of Ms. ******* account and billing concerns. Please be advised, starting January 13, 2022, and for a limited time, T-Mobile is offering the 2022 Line On ** P2 promotion. With this offer, new customers activating three voice lines on an eligible rate plan can get one of the lines free via monthly **** credits. Please be advised that rate plans that are already discounted, such as our 55 Plus, First Responder, and Military rate plans, do not qualify for this free line offers. To qualify, customers would be required to switch to an eligible rate plan, and this may not decrease their monthly cost.
Our records confirm that Ms. ******* account was activated on May 20, 2022, with the mobile numbers ending in ****, ****, and **** which were subscribed to the Magenta *** 55 Plus rate plan for $135.00 per month including taxes and fees, after a monthly $5.00 AutoPay discount per line.
At the time of activation, **************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of two Apple iPhone 13 Pro handsets. **************** was not asked to remit a down payment however she agreed to 24-monthly installments totaling $83.34. As part of the 2022 Apple Buy 2 P2 promotion, ******************** EIP is enrolled to receive 24 Recurring Device Credits (RDCs) in the amount of $29.17.
Please be advised, T-Mobile accounts are billed by a system known as **** current. This means charges for Ms. ******* rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, Ms. ******* billing cycle runs from the 21st of one month through the 20th of the next month. In this case, notice of the monthly recurring service and feature charges is available on or around the 22nd of the month, and those charges are then due on or around the 13th. If during that billing cycle **************** had any usage charges or made changes to her account, the changes and associated charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance.The accounts first billing statement dated May 21, 2022, reflected a total balance owed of $189.17 for EIP and rate plan charges during the billing cycle dates of May 21, 2022, through June 20, 2022. On May 24, 2022, T-Mobile adjusted ******************** account in the amount of $45.00. This updated the account balance to $144.17.
On June 4, 2022, the rate plan for ******************** mobile numbers ending in ****, **** and **** was updated to the Magenta *** Military rate plan, and was backdated to be effective May 21, 2022, for $120.00 per month including taxes and fees, after AutoPay discount. On June 11, 2022, **************** remitted a one-time payment in the amount of $144.17, updating her account balance to zero.
The accounts second billing statement dated June 21, 2022, reflected a total balance owed of $160.67 for the rate plan change during the previous billing cycle, EIP, and new rate plan charges during the billing cycle dates of June 21, 2022, through July 20, 2022. On July 11, 2022, **************** remitted a one-time payment in the amount of $160.67, updating the balance to zero.
Including her current rate plan and EIP, **************** can expect a monthly cost in the amount of $174.17. As mentioned above, unfortunately, our ultra-discounted Military and 55 Plus rate plans do not qualify for a free third line promotion. ************ Ms. ******* account was not enrolled in the offer. We apologize if **************** was advised differently regarding eligibility.
The most current billing statement dated July 21, 2022, reflects a total balance owed of $174.17 for EIP charges in the amount of $54.17 and rate plan charges in the amount of $120.00 during the billing cycle dates of July 21, 2022, through August 20, 2022.
On August 10, 2022, our office apprised **************** of the above information and offered to update the rate plan for her mobile numbers ending in ****, **** and **** to the **************** rate plan for $90.00 per month taxes and fees included, after AutoPay discount. **************** requested additional time to consider this option. Should **************** wish to update her rate plan, she may contact our office at the number below or her Team of Experts (TEX) at ************. 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:07/25/2022
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 went to the T-Mobile store to get a new phone and was told that I would get $800 off my new phone when turning in the old one and my monthly payment would be $72-$73. I did that and after all was said and done I did not get the full $800 and my **** will be $87.09. They have said there is nothing they can do even though it was their mistake. I do not feel that it is right that I pay it because that is not what I agreed to.Business Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************
Your File No. 17623052
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 be advised we have made attempts to contact **************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ************** concerns within this letter.
T-Mobile regrets any concern ************** may have regarding her account and we appreciate the opportunity to respond. On July 14, 2022, ************** activated her account with the mobile number ending in **** and subscribed to the Magenta rate plan, for a monthly cost of $75.00. However, as ************** enrolled the account in AutoPay, the line qualifies for 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, on July 14, 2022, ************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 13 Pro **** ************** was not required to remit a down payment; however, she agreed to a series of 24-monthly installments in the amount of $45.84. Please note, ************** qualified for the 2022 Apple Trade P20 promotion, where customers could get 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 purchase the device on EIP, activate a new voice line, trade in an eligible device, and enroll on a qualifying rate plan. As ************** traded-in an Apple iPhone XR, she received a trade-in credit of $110.00, which was used to pay for the Apple iPhone 13 Pro *** taxes and fees. Therefore, the Apple iPhone 13 Pro *** will receive 24-monthly credits of $28.75. With that said, ************** monthly charges estimate to be about $87.09.
Furthermore, it is T-Mobiles position that the account is being correctly billed in accordance with the selected rate plan and promotion. Therefore, T-Mobile respectfully declines ************** request of receiving additional credits to reduce her monthly billing statements. 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 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,
*************************
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