Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

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

27,417 total complaints in the last 3 years.
8,082 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In April 2022, I began receiving 4 bills per month from TMobile to my home at ************************************************** addressed to *********************. There is no one here by that name, nor do I know anyone by that name. I have owned my house for 17 years so this is not the case of outdated information. I marked all the bills "Refused, Return to Sender, Not at This Address" and sent them back. New bills arrived in May and again in June. I marked all of them the same. In June, I called TMobile to report the error and asked that my address be removed from their databases. I have not ever been, am not currently, and have no intention of ever becoming a TMobile Customer so there is no reason at all for them to have my data. The agent told me that he removed my address. I have since learned through confirmation from multiple agents that this agent lied and did not remove my address. In addition to his lie, he fraudulently captured my personal ********* cell phone number and attached it to the account as well. That account is now delinquent and I am receiving collection mail and phone calls. I am also still receiving bills, including this month of July, and I am now constituting their contact as harassment.TMobile had no right to capture my phone number and pass it on to a collector, especially when the only way they obtained my phone number was because I called to tell them that WAS NOT my account. I have made numerous phone calls and digital messages demanding that my information be purged from their system and that they cease and desist providing my information to any other parties including collection agencies, and TMobile refuses to purge my information. ********************* committed fraud when he provided my address. TMobile committed fraud when they did not require ********************* to provide identification to verify the address he gave them, and when they captured my phone number under false pretenses to provide to collections, while dishonestly assuring me that they were honoring my
Business Response
Date: 08/08/2022

August 8, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17622327

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 file number.

T-Mobile regrets any inconvenience **************** may have experienced regarding correspondence she received intended for another T-Mobile customer. ********************** will research this matter with our customer and work to correct the billing address on the account. Should **************** receive any further correspondence for Mr. ********************** we ask that she please write on the outside of the unopened bill RETURN TO SENDER and place it in the mail. Additionally, **************** can contact her local post office and advise that this person does not reside at the address to avoid future mailings.

T-Mobile reviewed the account and confirmed that no new contact information was added to the account outside of what was provided at the time of activation. To resolve this matter, on August 4, 2022, T-Mobile removed ****************** telephone number from our account records. This should prevent future calls to **************** regarding this T-Mobile account. Should **************** continue to receive unwanted collection calls, we respectfully request that she works with the collection agency in question to update their records. T-Mobile regrets any inconvenience to ****************, and we appreciate her feedback.

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

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

Very truly yours,

T-MOBILE USA, INC.

Amor *****
Executive Response
Customer Answer
Date: 08/08/2022

Complaint: 17622327

I am rejecting this response because:
Nothing is actually changing. Youre keeping my address I til
********************* gives you an updated one. Clearly he has no interest turn of giving you real contact information, or he would not have supplied you with mine. That is not my problem and you cannot retain my information while you figure this out. Remove my address from his account immediately. What you do to contact him after that is irrelevant to the fact that you fraudulently have my data.

Sincerely,

*****************************
Business Response
Date: 08/19/2022

August 19,2022

FILED ELECTRONICALLY

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

Re:      *****************************
Your File No. 17622327

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 16, 2022,regarding the above-referenced file number.

T-Mobile regrets any continued concerns **************** may have regarding correspondence she received intended for another T-Mobile customer. As stated in our previous correspondence, T-Mobile will research this matter with our customer and work to correct the billing address on the account. Regretfully, as **************** is not an authorized user on the account, we are unable to make any account changes until we are able to speak with the account holder of record. T-Mobile regrets any inconvenience to ***************, and we appreciate her feedback.

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 ********

***************
Executive Response
Customer Answer
Date: 08/26/2022

Complaint: 17622327

I am rejecting this response because: the account creator is not authorized to use my address. It is immaterial that I am not authorized on his account. HE is not AUTHORIZED to use my address and could not possibly have produced legitimate identification with my address on it so you broached your own protocol in ever associating my information with his to begin with. Undo it.

Sincerely,

*****************************
Business Response
Date: 09/05/2022

September 5, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17622327

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 1, 2022, regarding the above-referenced file number.

T-Mobile regrets any continued inconvenience **************** may have experienced regarding correspondence she received intended for another T-Mobile customer. As previously noted, ********************** cannot perform an address change to the account in question without consent from the account holder. T-Mobile will continue our efforts to contact the account holder to correct the billing address on the account. Should **************** continue to receive any further correspondence for Mr. ********************** we ask that she please write on the outside of the unopened bill RETURN TO SENDER and place it in the mail. Additionally, **************** can contact her local post office and advise that this person does not reside at the address to avoid future mailings. T-Mobile regrets any inconvenience to ****************, and we appreciate her bringing her concerns to our attention.

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: 09/06/2022

Complaint: 17622327

I am rejecting this response because: TMobile continues to fraudulently hold my information they illegally obtained.

Sincerely,

*****************************
Initial Complaint
Date:07/25/2022
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 wanted to switch from att to tmobile. Because i was being mistreated from other company and paying 2 much, I went online to tmobile and saw they had a promotion where if u switch to them they will pay off ur previous **** and it will be cheaper and i could keep my phones. I confirmed this with tmobile in the chat twice. I order 2 sim cards for my lines and they gave me 3rd for free. So when I went to activate my cards and port my # over from att, I had to do tht with a tmobile rep, so it was confirmed with att and they port my old # over, & tmobile rep stated tht all I have to do is change sim cards and everything would work. So I put the sim cards in only to find out they did switch me over to tmobile but att locked my phones and said I needed to pay my balance to 0 b4 I can get them unlock. So now I'm thinking tht tmobile said they was going to pay off the phones anyway. So then I call t mobile bck from neighbors phone because I dont have no way to use my phones at this point. Then they say att need to unlock the phone. I told them what they said, they told me that I need to go into the store. I went to the store and was in there for 8hrs. They said only for att phones is where u suppose to pay ur **** off 1st & we will reimburse you. So now Im like what? My **** is $800 now that I already cancelled with att, I'm not paying tht. Yall never said thts how it worked. They said if u came into the store we would hve told u. But if u and customer are all ********************** why didn't they tell me this b4 I went thru getting sim cards & activating them. I could have just did tht and stayed with att. So they went to say well there no way we can help u with this you either wait 14 days for someone to pay ur phone off, and get them unlock or u can purchase new phones. Which I had 2 because I have businesses to run off my phone. They need to pay off my phones & I need 2 get reimbursed for paying for 2 phones, this is unexceptable and misleading *********** don't care tht I been thru
Business Response
Date: 08/08/2022

August 8, 2022

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 17622149
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 concerns ****************** has experienced regarding the above-referenced account, and we appreciate the opportunity to address this matter. Please note, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.

For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either toward the down payment of new T-Mobile equipment or as a one-time credit to the account. The second payment towards a prior carriers equipment installment balance is paid once the handset is received and the trade-in documentation has been submitted to http://www.switch2T-Mobile.com with the final billing statement showing the accelerated equipment balance. As part of the Carrier Freedom program, customers are required to submit a final billing statement from their previous carrier reflecting the handset payoff amount, the make and model of the handset, and the mobile number associated with the handset. The amount of the second payment is calculated by taking the final balance owed to the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then provided to the customer in the form of a prepaid card.

Additionally, as of June 11, 2020, and for a limited time, customers who ported over to T-Mobile could keep their eligible phone and we would reimburse them for their remaining device payment plan up to $800.00 for new submissions via a virtual prepaid card. This program is known as our Keep and Switch program. Please note, the submission for reimbursement must be submitted within seven days of activation to be eligible for the Keep and Switch program. As part of the Keep and Switch program, customers are required to submit a final billing statement from their previous carrier reflecting the handset payoff amount, the make and model of the handset, and the mobile number associated with the handset. Please note customers must submit the required documents at http://www.t-mobile.com/keepandswitch. Additionally, please be advised neither the Carrier Freedom program, nor the Keep and Switch program are stackable with other handsets promotions.

On July 19, 2022, ****************** activated the above account with three voice lines of service ending in ****, ****, and 9645. ****************** subscribed to our T-Mobile Essentials Voice rate plan at a cost of $100.00 monthly which included two voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network technology. Additional voice lines of service were billed at a cost of $20.00 monthly per line of service. Please note, ****************** activated the account during our 2022 Line On ** P2 offer. From January 13, 2022, and for a limited time, new customers activating at least three voice lines of service on select Essentials Voice rate plans and existing customers with one paid voice line of service on an eligible rate plan activating at least two new voice lines of service, would receive one voice line of service at no cost (up to $45.00 off) via monthly Recurring **** Credits (RBCs).

On July 22, 2022, ****************** qualified for and took advantage of T-Mobiles Equipment Installment Plan (***) at a local T-Mobile retail location. ****************** purchased an Apple iPhone 13 handset with the International Mobile Equipment Identifier (****) ending in ****, which was associated with the mobile number ending in ****, and a ******* Galaxy S22 Plus 5G handset with the **** ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $1,899.98 plus applicable taxes and fees. At the time of purchase, ****************** was required to remit a down payment in the amount of $819.98, and she agreed to a series of 23-monthly installments for the remaining balance in the amount of $45.01, and a 24th and final installment in the amount of $44.77. Additionally, ****************** subscribed to our optional Protection 360 feature at a cost of $18.00 per month per line of service to the lines of service ending in ****, and ****.

****************** purchased the Apple iPhone 13 handset during our 2022 Apple Trade P20 offer. From July 14, 2022, and for a limited time, new and existing customers could get up to $800.00 off any Apple iPhone 13 series handset via one-time trade-in credit and monthly Recurring Device Credits (RDC) when they purchased the handset via ***, activated a new voice line of service, and traded-in an eligible device on a qualifying rate plan. ****************** traded in an Apple iPhone 12 *************** with the **** ending in ****, received a trade-in credit of $410.00, met the eligibility requirements for the 2022 Apple Trade P20 offer, and was setup to receive 24 monthly RDC of 16.25.

****************** purchased the ******* Galaxy S22 Plus 5G handset during our 2022 ******* Trade P25 offer. From July 7, 2022, and for a limited time, customers could get $400.00 off a ******* Galaxy S22 Plus handset via monthly RDC when they purchased the handset on *** and activated a new voice line of service on an eligible rate plan. ****************** met the eligibility requirements and was setup to receive 24 monthly RDC of $16.67. Please note ****************** also traded in a ******* Galaxy Note9 handset with the **** ending in **** and received a trade-in credit of $315.00 which was applied to the upfront costs at the time of purchasing the new handsets indicated above.

Please note, if a customer has an open ***, and the account is canceled, any promotional offers are removed, and any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. Additionally, T-Mobile provides a 14-day return period if purchased at a retail location, allowing them to use the service and equipment to see if it meets their needs. If customers find the service or equipment is not acceptable, customers can cancel service and return the equipment for a refund less any restocking fee for equipment purchased at a local T-Mobile retail location, within the return period and only be responsible for the service charges, fees and taxes incurred through the date of cancellation. Furthermore, pursuant to the Terms and Conditions of Service, by trading in a handset and accepting the trade-in Offer Price, customers are giving up full ownership rights to the trade-in handset. This transaction is considered a final point of sale transaction and as such, trade-in handsets are not eligible to be returned.

Please note the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, ****************** agreed to terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.

Please be advised the above information applies even when cancellation of service is requested and processed within the purchased handsets return period. T-Mobile retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, although T-Mobile regrets any inconvenience to ******************, we are unable to return her handset as it is no longer in the possession of the store where she completed her trade-in.

As ****************** took advantage of handset promotions with T-Mobile, the account is not eligible for the Keep and Switch or Carrier Freedom program. Additionally, as ****************** took advantage of handset promotions, our records do not reflect a submission for reimbursement via the Keep and Switch or Carrier Freedom programs. It is T-Mobiles position ****************** has received the applicable promotional offers the above account is eligible for.

On August 8, 2022, ****************** provided a final billing statement from her previous carrier to our office, indicating a total device payoff amount of $1,239.90. As a courtesy and means to amicably resolve Ms. ******** concerns, T-Mobile offered, and ****************** accepted, a reimbursement in the amount of $1,239.90 via a prepaid debit card that is to be sent to her via U.S. Mail. Please note it can take up to ten business days for ****************** to receive the prepaid debit card once issued. Should ****************** have any questions regarding this matter, or the information provided, she may contact our office at the number listed below. T-Mobile regrets any inconvenience to ******************.

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

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

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Initial Complaint
Date:07/25/2022
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.
About six months ago , my wife and I paid the T Mobile **** and switched to Consumer Cellular who cancelled our service with T Mobile and gave us cell phone numbers.T Mobile, however, is attempting to collect $271.87 from us for service we no longer have. As of approximately six months ago, the only numbers that work on our phones ae the Consumer Cellular numbers.Recent billing stated, "Your account with T Mobile is past due with a balance of $271.87....We wish to give you one last opportunity to resolve your account before we turn it over to a collection agency. " T Mobile in our view is guilty of fraudulent business practices. I have no intention of paying for service that was cancelled some six months ago.,. That is how long we have not been with T Mobile. We would appreciate your intervention. ********************************
Business Response
Date: 08/08/2022

August 8, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17622088
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 concerns ****************** has experienced regarding the above-referenced account, and we appreciate the opportunity to respond. On September 24, 2020, ****************** activated the above-referenced account with two voice lines of service ending in **** and 0547. As of June 25, 2021, Mr. ******** two lines of service have been subscribed to T-Mobiles Magenta 55+ family rate plan with a monthly recurring charge of $80.00 with taxes and fees included. As of the date of activation, Mr. ******** account has been enrolled in AutoPay, making him eligible for an additional $5.00 discount per line.

In Mr. ******** correspondence, he indicated the above lines of service were cancelled six months ago, when they were transferred to another service provider. Regrettably, T-Mobile does not reflect any recent port out requests within the last six months for any of his mobile numbers and no cancelation request on Mr. ******** behalf. As such, the above account has remained active and has been billed for provided services. A review of the account confirms on September 16, 2021, the above mobile numbers were authorized for a port out however, that port request was cancelled by the initiating carrier that same day and left Mr. ******** mobile numbers active with T-Mobile. As such, the lines continued to be billed for the above rate plan, with payment remitted via AutoPay.

On April 15, 2022, a payment in the amount of $53.32 was remitted via AutoPay for the balance due at that time. However, on May 10, 2022, the payment of $53.32 originally remitted on April 15, 2022, was returned to T-Mobile by Mr. ******** financial institution. The payment amount was returned to the account balance, resulting in the account reflecting as past-due, and a returned payment fee in the amount of $25.00 was assessed, revising the account balance due to $131.64 for services from March 25, 2022, through May 24, 2022.

On May 11, 2022, Mr. ******** account was unenrolled from AutoPay. Mr. ******** billing statement dated May 25, 2022, reflected a balance owed in the amount of $200.20, which included the past-due balance of $131.64 and new charges of $68.56, with payment by June 17, 2022. Mr. ******** billing statement dated June 25, 2022, reflected a balance owed in the amount of $271.87, which included a past-due balance of $200.20 and new charges of $71.67, with payment due by July 17, 2022.

On June 28, 2022, Mr. ******** account was cancelled and closed at his request. T-Mobile issued a credit to the above account for prorated service from June 28, 2022, through July 24, 2022, leaving Mr. ******** account reflecting a final balance due of $199.87 for service from March 25, 2022, through June 28, 2022, including applicable late fees and the above $25.00 returned payment fee. Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. The first notice that T-Mobile received regarding a dispute from ****************** in regard to the charges associated with his account was on June 28, 2022. As this is beyond the dispute period, it is T-Mobiles position that ****************** remains responsible for all charges billed to the account.

As the account was cancelled with a balance owed, it was placed in our pre-collection process. While an account is in pre-collection, T-Mobile partners with a third-party collection agency to contact customers to obtain payment and prevent further collection activity. It is important to note, while acting in a pre-collection capacity, the third-party collection agency does not report the account negatively to the credit bureaus.

Nevertheless, as a gesture of goodwill and in an effort to amicably resolve this matter, August 4, 2022, T-Mobile issued a credit to the above account in the amount of $199.87, closing it with a zero balance. Additionally, the account was removed from pre-collection, and ****************** will not see any negative reporting associated with the above account on his credit report. 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: 08/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Let me add that during the six months I referenced, even though T ***** states that their number was still active, I had no access to it and was not aware of it.
If I understand T *****'s letter, the charge has been dropped as well as the involvement of the collection agency.
With much gratitude to BBB,

Sincerely,

***************************
Initial Complaint
Date:07/25/2022
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 received a call from a collection agency called Front line assist strategies regarding a past due balance from T-Mobile. When calling T-Mobile I could not verify my pin and could not remember it. They informed me to go to the store. Went to the T-mobile store at ************************************************************ and when the store manager called their dealer support group they refused to reset my pin even though I showed my ID. They said I can only dead with the collection agency. I never received a collection notice, past due balance, or a final notice from T-Mobile. I never received a call from T-mobiles collection department either. The store manager showed me how my account looks like on their end. When looking at how my account presents itself in their system they see a charge for over $90 and that its not due until 08/13/2022. He said it should never have gone to collections if that occurs.
Business Response
Date: 08/08/2022

August 8, 2022

FILED ELECTRONICALLY

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

Re: *********************
Your File No. 17622093
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 hearing of **************** concerns and appreciates the opportunity to respond. T-Mobile records reflect ************** activated the account on August 11, 2016 and maintained one line of service on our ONE plan.

Most postpaid T-Mobile accounts are billed by a system known as **** current. This means charges for **************** rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, *************** billing cycle runs from the 14th of one month through the 13th of the next month. In this case, a notice of the monthly recurring service and feature charges is available on or around the 15th of the month, and those charges are then due on or around the 6th.

Please note, on March 9, 2022, ************** remitted a payment of $70.20 for services billed through March 13, 2022. The billing statement dated March 14, 2022, was produced in the amount of $75.00 for monthly access charges, applicable taxes, and fees for services from March 14,2022, through April 13, 2022, and payment was due by April 6, 2022.

On March 24, 2022, the mobile number ending in **** was canceled when it was ported to another service provider, which canceled the account. Pursuant to T-Mobile Terms and Conditions, when a customer cancels by port-out mid-cycle, they are responsible for charges through the end of their current billing cycle. As such, the balance of $75.00 was considered valid.

Please be advised although T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may do so. The account may be reported to the credit bureau while a balance remains outstanding. Prior to customers being sent to a third-party collection agency, T-Mobile makes multiple attempts to reach our customers by sending their final billing statements to their address on file,we place calls to a contact number if we have a valid number, and via letter regarding the account delinquency. Our records reflect on multiple occasions, our teams attempted to contact ************** regarding the account balance, however, he disconnected the call attempts made by our representatives, leaving us unable to further address the account delinquency over the phone with him. Please note, T-Mobile also sent late notices to **************** address of record. Should an account remain unpaid,it may be sent to a third-party collection agency, and a one-time collection fee may apply.

On July 23, 2022, due to continued non-payment, and since our efforts to collect the past due balance proved unsuccessful, the account was assigned to a third-party collection agency, ************************** (FAS). Accordingly, a one-time collection fee of $18.75 was charged to the account, updating the account balance to $93.75.

On July 25, 2022,************** remitted payment of $67.50 directly to FAS, which reduced the account balance to $26.25. On July 28, 2022, and July 29, 2022, T-Mobile issued credits to the account for the remaining balance of $26.25, leaving the account canceled, with a zero balance. We regret any inconvenience to **************.

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

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at the address listed below or at ************.

Very truly yours,

T-Mobile USA, Inc.

***************************
Executive Response
Initial Complaint
Date:07/25/2022
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.
On June 13 I ordered T-Mobile **************** only if they could send me the router before my trip in a few days. He assured me it was being sent second day air. The device never came when I called a day later after it should have come to ask what had happened I was given the runaround and on the phone for over an hour. Nobody could explain what happened to the device where it was etc. They kept asking me for my account number which I did not have and a pin number which I could not find. I could not access my account. I tried to sign in and T-Mobile website but said it did not recognize my email I have no way to access my supposed account. At the end of over an hour of the phone call I was transferred to another person who told me we need to start all over again, what is your account number and what is your Social Security number? At which time I told him to just cancel the order cancel the account since I did not have a device and I was going out of town, I did not have the time for this. I clearly stated to cancel my order/cancel my account and get rid of my information. Since then I have called two more times with the same message and both times the company has given me the runaround for a long time on the phone wasting my time. They keep asking for my pin number which I do not have as I cannot access my account. The last two times the representative told me I have to go to the T-Mobile store which would be even more inconvenient as Ive already been inconvenienced enough. Theyre insisting they cannot access my account to cancel it yet today I have received three letters about my account being suspended and that I owe money-they are billing me. I do not want this on my credit report, there is no account there AND there is no device received.I find it ridiculous that they tell me they cannot cancel the account and stop the billing on their end, they refuse to do what the customer has asked multiple times. I am tired of being inconvenienced. I dont owe.
Business Response
Date: 08/08/2022

August 8, 2022

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 17622006
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 is pleased to inform you that upon speaking with ********************, she confirmed her concern has been resolved to her satisfaction.

T-Mobile regrets any concerns ******************** has regarding the account, and we appreciate the opportunity to address this matter. On June 14, 2022, ******************** activated a T-Mobile Home Internet (****) line of service with the mobile number ending in 8100. ******************** subscribed to the T-Mobile Home Internet rate plan at a cost of $55.00 per month, which includes unlimited data at up to 5G speeds depending on device and network technology. Please note the account was eligible for a $5.00 per month discount as ******************** enrolled into AutoPay. Please be advised that upon activating the **** line of service, ******************* was shipped a High-speed Gateway. The High-speed Gateway remains T-Mobile property and must be returned in an acceptable, working condition within 45 days of cancelation to avoid a non-return fee in the amount of $370.00 plus taxes.

The billing statement dated June 15, 2022, reflects a total balance due in the amount of $55.00, which was due by July 7, 2022, and was for services from June 15, 2022,through July 14, 2022. This balance was for new charges and consisted of monthly recurring charges, as well as applicable taxes and fees. On June 21,2022, ******************** returned the High-speed Gateway to T-Mobile.

On June 25, 2022,******************** contacted T-Mobile's TEX to cancel the account, however, she was unable to verify the account and as such, the account could not be cancelled. Please note T-Mobile takes account security seriously. T-Mobiles account verification policy states that if an account has a PIN/Passcode, it is the first piece of information that is requested by T-Mobiles TEX to gain access to the account. If a customer does not remember their PIN/Passcode, they can change their PIN/Passcode by receiving and verifying a one-time PIN that is sent to their ********************** handset. If a customer is unable to receive the one-time PIN, they must visit a ********************** retail location with a government-issued identification to reset the account password before access can be granted. ******************** was referred to a local T-Mobile retail location for assistance with verifying the account. T-Mobile records do not reflect ******************** having subsequently visited a local T-Mobile retail location for this purpose.

On July 5, 2022,T-Mobile processed the AutoPay payment in the amount of $50.00 which resulted in a zero balance. On July 12,2022, ************************ financial institution returned the $50.00 payment as unpaid to T-Mobile and as such, was charged back to the account resulting in a balance of $50.00. Additionally,pursuant to T-Mobile policy, a returned payment fee in the amount of $25.00 was assessed to the account updating the balance to $75.00. Please be advised that due to the returned payment, T-Mobile removed the AutoPay feature from the account.

The billing statement dated July 15, 2022, reflects a total balance due in the amount of $130.00. This balance consists of a past due balance in the amount of $75.00, and new charges in the amount of $55.00. The new charges consist of monthly recurring charges, as well as applicable taxes and fees. On July 28, 2022, ************************ financial institution reversed the returned payment in the amount of $50.00 and as such,was paid to T-Mobile updating the balance to $80.00. Additionally, T-Mobile adjusted the returned payment fee in the amount of $25.00 updating the balance to $55.00.

On August 4, 2022,as a courtesy and means to amicably resolve Ms. ********* concerns, T-Mobile applied a one-time courtesy account credit in the amount of $55.00 which resulted in a zero balance. Additionally, T-Mobile processed a future dated cancellation request for August 14, 2022, which is the end of the accounts **** cycle.

Finally, on August 8, 2022, T-Mobile processed a refund in the amount of $50.00 via a prepaid debit card which was shipped to the billing address of record at the request of ********************. Please note it can take up to ten business days for ******************** to receive the refund. Should ******************** have any questions regarding this matter, or the information provided, she may contact our office at the number listed below. 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.

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

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:07/25/2022
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.
Date of transaction: 06/21/2022 Amount of transaction: $130.00 Billing Account Number: ********* This is in regards to prior complaint, Complaint ***********, which was successfully resolved against T-Mobile for charges incurred before we started service [had to cancel service same day since no cell service in our area, contrary to T-Mobile coverage map]. We just realized that T-Mobile also charged us the first monthly charge for service on 06/21/2022 for $130.00 which we should be refunded.
Business Response
Date: 08/08/2022

August 8, 2022

FILED ELECTRONICALLY

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

Re:      ***************************
                       T-Mobile Account Holder: ***********************
                       Your File No. 17621914
                       T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile ******** (T-Mobile) is in receipt of your correspondence dated July 25, 2022,regarding the above-referenced account. Please be advised that T-Mobile records indicate that *************************** is the account holder of record and that he has designated ******************************* as an authorized user on the account.

********************** regrets any inconvenience ****************** may have experienced regarding the account refund and appreciates the opportunity to respond. T-Mobile records reflect that the account was activated on June 2, 2022, with three voice lines subscribed to the tax-inclusive Magenta *** 55+ rate plan for $100.00 per month for the first two lines of service, and $50.00 per month for the third line. The account also had a Mobile Internet (MI)line ending in ****, which was subscribed to the Magenta Tablet rate plan for $65.00 per month. While the account had at least one active voice line of service, it received a $40.00 monthly MI discount, bringing the MI line to $25.00 per month.

The account was enrolled in AutoPay on June 2, 2022. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card, or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Additionally,when a customer is enrolled in AutoPay on the Magenta *** 55 + and Magenta Tablet rate plans, they receive a $5.00 monthly discount per line of service, up to eight lines of service. With the services mentioned above, and the AutoPay discount, the estimated monthly billing statement was $155.00 per month.

At the time of activation, ****************** was required to remit a payment in the amount of $105.00, which included three Assisted Support Charges. The Assisted Support Charge is a $35.00 charge for every newly activated line of service that is activated with the assistance of a representative. T-Mobile recommends customers use our self-service options online at www.T-Mobile.com to avoid being charged an Assisted Support Charge.

T-Mobile records reflect that the first billing statement was dated June 3, ************************************* the amount of $155.00,which included monthly recurring charges and payment was due on June 23,2022. Courtesy adjustments were applied to the account totaling $25.00, resulting in an updated balance in the amount of $130.00. As ****************** authorized AutoPay on June 2, 2022 and did not contact us to remove AutoPay, it is T-Mobiles position that the payment in the amount of $130.00 that was debited on June 21,2022, was authorized by him.

However, in an effort to amicably resolve Ms. ******** concerns, on August 1, 2022, T-Mobile processed a refund in the amount of $130.00 to Mr. ******** payment method on file. ****************** should have received the funds within three business days.   The account remains closed with a zero balance. T-Mobile Regrets any inconvenience to ******************.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

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:07/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
hello,i switched from T-mobile to ******* wireless over a year ago. In that time T-mobile has continued to send me negative balance bills that they can not stop despite their acknowledgement this is an inactive account that does not have service with them. They are unable to assist because i do not remember a pin number that was created when i started using Tmobile service approximately 10 years ago and never had reason to use. This is despite being able to verify the account number, personal information they have on file such as the address they have continued to send the negative balance bills to, and provide them identification as to our identity such as our SSN which they have on file.
Business Response
Date: 08/08/2022

August 8, 2022

FILED ELECTRONICALLY

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

Re: Solomon ****************************************** Ac**unt Holder: *************************
Your File No. 17621795
T-Mobile Ac**unt No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your **rrespondence dated July 25, 2022, regarding the above-referenced ac**unt. Please be advised T-Mobile re**rds indicate the ac**unt holder of re**rd is *****************************, and she has designated *************************** as an authorized user of the ac**unt.

********************** regrets any **ncerns ************ may have experienced regarding the above-referenced ac**unt, and we appreciate the opportunity to address them. T-Mobile re**rds show the above ac**unt had two voice lines of service subscribed to our ONE Plan All In Promo family rate plan at $110.00 monthly and two Data with paired DIGITS lines of service at $15.00 monthly per line. The line of service ending in **** was also subscribed to our optional Protection 360 feature at $18.00 monthly. With enrollment in AutoPay, the ac**unt received a monthly dis**unt of $5.00 per line of service.

In addition to the monthly recurring charges, the ac**unt received a monthly credit in the amount of $8.48 for our 2020 BTS Line on ** promotional offer. Please note, the ac**unt was billed via a system known as **** current, which means the ac**unt was billed for service in advance of the service being provided and be**me due within that billing cycle. For instance, the billing cycle for the above ac**unt ran from the 17th of one month to the 16th of the following month, with payment due the 9th.

Additional re**rds show on June 21, 2021, both voice lines of service were cancelled when they were ported to another service provider. The arrangement to transfer the line of service was made directly with ************** new wireless service provider and not with T-Mobile whose only involvement in this transaction was to cancel the lines of service after ************** new wireless service provider took **ntrol of it. As T-Mobile did not receive a request to port or cancel the two remaining lines of service, they remained active on the above rate plan.

At the time of cancellation, the ac**unt reflected a balance owed in the amount of $128.60 for billed charges for service from June 17, 2021, through July 16, 2021. Payment for this balance was remitted on July 7, 2021, via AutoPay. The July 17, 2021, billing statement reflected a credit balance of $76.66. This balance **nsisted of $11.52 for monthly recurring charges for the Data with paired DIGITS lines of service, and a credit of $86.66 for prorated monthly recurring charges for the cancelled voice lines of service from June 21, 2021, through July 16, 2021. The August 17, 2021, **** statement reflected a credit of $66.66 after the monthly charge of $10.00 for the remaining line were assessed. It should be noted that the two remaining Data with paired DIGITS lines of service cannot work without active voice lines of service. As such, both DIGITS lines of service were suspended on August 20, 2021. As a result, the September 17, 2021, billing statement reflected a credit of $8.48 for the rerated plan charges from August 20, 2021, through July 16, 2021, resulting in a credit balance of $75.66. The DIGITS lines of service remain suspended as of the date of this letter.

Please note T-Mobile takes ac**unt security seriously. T-Mobiles ac**unt verification policy states that if an ac**unt has a PIN/pass**de, it is the first piece of information that is requested by Team of Experts (TEX) to gain access to the ac**unt. If a customer does not remember their PIN/pass**de, they can change their PIN/pass**de by receiving and verifying a one-time PIN that is sent to their ********************** handset. Because ************ is unable to receive a one-time PIN, he must visit a ********************** retail location with a government issued identification to reset the ac**unt password before access can be granted. It should be noted that only the ac**unt holder of re**rd is authorized to cancel the remaining lines of service.

Additionally, T-Mobile restricts how customers can obtain information or make changes to ac**unts. As ************ is not the ac**unt holder of re**rd, ************ mut **ntact T-Mobile ** **mplete cancellation of the remaining lines of service. T-Mobile requests ************ **ntact me at her **nvenience at the number below to **mplete cancellation of the above lines of service, and ensure ************** **ncerns are resolved. We regret any in**nvenience to Mr. or ************.

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 **ntact me at ************.

Very truly yours,

T-MOBILE USA, INC.

*******************************
Executive Response
Initial Complaint
Date:07/25/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
T-mobile has been the absolute worst company to deal with and I truly hope that more and more people are leaving them due to how bad they are.I was quoted a price both online and one the phone from one of their representatives for 3 devices. I purchased the phones with the agreed upon price, got them shipped and spent 2 weeks trying to get into the account (under my father's name who is on the plan with me) only for them to lock us both out because the representative had put in the incorrect information/social/made up a pin # for my father. I have spent over 20 hours trying to fix these mistakes. Finally after speaking to multiple people and taking hours of my own time, they set up a new account with the correct info, in the final stages, I asked them to confirm all the amounts and the phone deals that we were originally promised and which I was able to pull up online during the call-"could not be applied" by t-mobile over the phone and they told me that not only were the promotions invalid- that they had my trade-in valued at $120 instead of the $800 that had already been confirmed to me both online and on the phone. so essentially i'm paying 3x the price because they lied to me, waited until i received the phones and had spent 20+ hours tyring to fix their mistakes to tell me they couldnt even give me the deals which were the reason i was switching over.
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. 17621723
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 ***************** is a designated authorized user.

********************** regrets any concerns ************ experienced with our equipment promotions. As noted in our response to your office on July 22, 2022, under your file number 17552596,T-Mobile records reflect a new account was activated by ******************* at a T-Mobile retail location on July 11, 2022; however, ************ elected not to proceed with activation. As such, the account was canceled the same day, pursuant to his request.

Later, on July 11,2022, T-Mobile records reflect ************ spoke with Telesales to activate a new account with three lines of service, which are subscribed to the Magenta *** 55+ rate of $100.00 per month for the first two lines, and $50.00 per month for the third. Additionally, ************ qualified for and accepted three Equipment Installment Plans (EIP) for an Apple iPhone SE3 and two Apple iPhone 13 handsets. In total, ************ paid $259.30 at the point of sale, which consisted of $154.30 in taxes for the new equipment and a $35.00 Assisted Support Fee for each of the three lines of service. With the equipment order, ************ indicated he would be trading in an Apple iPhone XS handset for a $120.00 Fair Market Value (FMV) credit and to participate in an equipment promotion.

Please note,beginning on July 7, 2022, and for a limited time, T-Mobile offered the 2022 Apple Activate P4 promotion to customers adding a new voice line and subscribed to a qualifying rate plan to purchase an Apple iPhone SE handset under EIP and receive up to $215.00 off the new purchase by way of monthly Recurring Device Credits (***). T-Mobile records confirm ************ mobile number ending in **** is receiving the *** of $8.96 for 24 months.

Additionally,beginning on July 7, 2022, and for a limited time, T-Mobile offered the 2022 Apple Buy 2 P4 promotion to new customers who subscribed to an eligible rate plan, allowing them to purchase two Apple iPhone 13 handsets under EIP and receive up to $700.00 off the second device by way of monthly ***. T-Mobile records confirm the 2022 Apple Buy 2 P4 promotion is applying to mobile numbers ending in **** and 7290,and an *** of $29.17 is applying for 24 months.

Further, beginning on July 14, 2022, and for a limited time, T-Mobile offered the 2022 Apple Trade P20 promotion to customers adding a new line of service which subscribed to a qualifying rate plan. With this promotion, T-Mobile offered customers to purchase a new Apple iPhone 12 or Apple iPhone 13 under EIP, and trade in their qualifying device to receive up to $800.00 off the new purchase after a one-time FMV credit and the remaining value to be issued via ***. As the device trade in was not attached to an order for an Apple iPhone 13 handset, the account does not qualify for this promotion.

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 ************ recent contact with our retail location or Team of Experts (TEX).

T-Mobile records reflect ************ spoke with TEX on August 1, 2022, and was apprised of the aforementioned information. As the 2022 Apple Trade P20 and 2022 Apple Buy 2 P4 promotions are not combinable, our records reflect ************ elected to continue to receive the $29.17 and $8.96 *** promotional values as currently reflected on the account.

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:07/25/2022
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 was thinking of adding a second phone line (kids talk text watch for my son) and also knew my phone plan was very old so I decided I should get that updated as well. I ******d Tmobile, clicked on plans and services and up popped 3 plans, all better and cheaper than my very old plan. I called Tmobile directly to get it changed. The first *** had no idea what I was talking about until I made him ****** it. I eventually had to speak to his supervisor who verbally agreed to the pricing I saw....at first. I also had her see if there was a separate monthly plan for the kids watch and she said no. So I was going to do 2 lines for the price I saw of 35/line (Magenta plan), so $70 total for 2 lines a month. Then she acts confused and sends me to her supervisor. He changes the story yet again. He says there IS a separate monthly plan for the kids watch ($10/month, great) but that the plan I was looking at was only $35 per line IF you get four lines. NO WHERE on the website does it state you have to have 4 lines to have that deal. So the website was very misleading, the reps seemed to have no knowledge about the company's advertising and plan details. All in all, it was false advertising and possibly untrained employees--or trained to give me the run around. I spent TWO HOURS on the phone and got no where. Here is the link I went by: https://www.t-mobile.com/cfd/plans-and-pricing
Business Response
Date: 08/08/2022

August 8, 2022

FILED ELECTRONICALLY

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

Re:*********************
T-Mobile Account Holder: ********************************
Your File No. 17621642
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 the account holder of record is ********************************, and T-Mobile has confirmed she and ********************* are one and the same.

T-Mobile regrets any concerns ************** has regarding our rate plan offerings and we appreciate the opportunity to address this matter. Please be advised, the Magenta family rate plan provides customers with unlimited voice, messaging, and high-speed data service, at a reduced cost for bundling lines together, as well as an additional monthly discount of $5.00 per line with enrollment in AutoPay. Unfortunately, this average and reduced cost is not available with a single line of service; however, a single line of service on an eligible rate plan can receive the $5.00 monthly AutoPay discount.

In Ms. ****** correspondence, she referred to the cost of a line of service at $35.00 monthly. Please note, the Magenta family rate plan is billed at $130.00 monthly for the first two lines of service, and $25.00 monthly for each additional line of service. As such, the monthly recurring charges for four lines of service would be $180.00. With enrollment in AutoPay, the monthly recurring charges is reduced to $160.00 per month. Upon review of the link provided by **************, the Magenta family plan reflected indicates a monthly cost of $35.00 per line of service for four lines, for a total of $140.00 after the above AutoPay discount, as well as an additional promotional offer to provide the third line at no cost, when two lines of service are added.

Currently, ************** is enrolled in our Simple Starter rate plan at $40.00 monthly for her line of service ending in 1930. However, for ************** to add an additional line to her account on the Magenta family rate plan, the monthly cost would be $130.00, reduced to $120.00 with enrollment in AutoPay. Although the link provided by ************** does not specifically state the pricing for single or two lines of service, ss indicated above, the advertisement states Total of 4 lines ($140/mo.) with AutoPay which confirms the advertised cost includes the stipulation of maintaining four lines of service.

************** contacted T-Mobile on July 25, 2022, at which time she was advised of the four-line requirement for the pricing to reflect $35.00 per line with AutoPay. On July 31, 2022, ************** was activated a SyncUP KIDS Watch line of service ending in 6920. ************** also qualified for and took advantage of our Equipment Installment Plan (EIP) offering with the purchase of a SyncUP Kids Watch and agreed to a series of 24-monthly installments in the amount of $7.25. With this purchase ************** qualified for our 2022 SyncUP Watch P2 promotional offer and will receive monthly Recurring Device Credits (RDC) of $7.25 for the **** providing the SyncUP Kids Watch device at no cost to **************.

Please note that T-Mobiles SyncUP KIDS Watch rate plan is an unlimited plan at the monthly rate of $15.00, or $10.00 with AutoPay. As ************** account is not enrolled in AutoPay at this time, she will not receive the monthly discount, and the monthly cost for the SyncUP KIDS Watch line of service will be $15.00 a month plus applicable taxes in addition to monthly recurring charges for the now retired Simple Starter Unlimited Talk and Text rate plan at $40.00 monthly plus applicable taxes. Based on the above, it is T-Mobiles position ************** has been provided the proper rate plan and monthly cost information.

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 any of Ms. ****** contact with our organization, and we appreciate her feedback regarding her experience. T-Mobile regrets any inconvenience regarding this matter.

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

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

Very truly yours,

T-MOBILE USA, INC.

Amor *****
Executive Response
Initial Complaint
Date:07/25/2022
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.
Tried to purchase a phone online and T-Mobile claimed to have it delivered by *** 1-2 business days. It is now over a week since I made the payment with no delivery. Contacted T-Mobile to cancel the transaction and to refund me the money. I was told that this cannot be done until after the delivery, which no one can tell me when this will take place. All I want is to be refunded my money for the product tha T-Mobile has failed to deliver and has done nothing to resolve the issue. Not clear how a company can refuse to refund a customer for failure to live up to their part of the agreement. They have stolen over $950.00 from me and will not refund me my money.
Business Response
Date: 08/08/2022
August 8, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 17621476

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 file number. Please be advised we have made attempts to contact
******************, which have proven unsuccessful.

Regretfully, with the information available in the correspondence to your office, T-Mobile is
unable to locate an account or equipment order for ******************. As such, we are unable discern the specifics of Mr. ******** dispute with T-Mobile. T-Mobile would like the opportunity to speak with ****************** and work toward an amicable resolution. We request ****************** contact our office directly at the number below to discuss this matter. We regret any inconvenience to ******************.

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

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

Very truly yours,

T-MOBILE USA, INC.

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

T-Mobile USA, Inc. is NOT a BBB Accredited Business.