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
- 27,434 total complaints in the last 3 years.
- 8,082 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:07/25/2022
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.
A week and a half ago both of my telephones on both of my T-Mobile lines stopped receiving text. One of my lines cannot send text either. I have lost thousands of dollars to my business because of this. My other line my girlfriend has missed four texts from her business. I have spent at least 5 hours on the telephone being passed around to different agents. They always promised me that they will get back to me. The last one 4 days ago said she would be back to me in 2 hours she knows what the problem is. I called yesterday again and was told my phones are fine. I said no they're not. And they said you said that your data is not working. I never said that I said that my text aren't working. I believe this has to do with the switch from Sprint to T-Mobile for the merge. One of the tech the lower one told me that they are having this issue a lot. If T-Mobile needs to buy me a new phone and my girlfriend a new phone to clear this problem up since we are using Sprint phones that is what I'm asking for. I'm not getting what service I have paid for.Business Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***************************
Your File No. 17619447
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 always working to improve its coverage, and we regret any service issues ********************** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Mr. ********** account and based on the coverage map, confirms his account address is in an excellent coverage area with no known issues.
In response to Mr. ********** concerns, T-Mobile did basic troubleshooting in attempt to resolve the matter. After ********************** communicated the problem persisted, on July 21, 2022, a trouble ticket was filed with our engineering team, and the result was that we were unable to locate any trouble causing the issue that ********************** described.
Please be advised that as ********************** migrated from Sprint to T-Mobile, he qualified for our *********** Migration promotion. This promotion began on June 16, 2022, and is for a limited time, and offers a ******* S22 series device on us, up to $1000.00, via monthly **** credits, when purchasing on our Equipment Installment Plan (EIP) and trading in a qualifying handset. On July 26, 2022, ********************** qualified for an took advantage of this promotion with the purchase of two ******* Galaxy S22+ handsets.
On July 24, 2022, Mr. ********** Team of Experts (TEX) applied a courtesy credit for $109.96. On August 3, 2022, an additional courtesy credit was applied for $160.00. Also on August 3, 2022, we spoke to **********************, who confirmed he was no longer experiencing the issue. The account remains active with a credit balance of $210.00. 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.
******* Romero
Executive ResponseInitial Complaint
Date:07/25/2022
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.
In April 2022, I closed my account under number ********* and transferred to ******** Last week, I received a **** from T-mobile, stating that I was in arrears on my account, and demanding payment of $236.84 for the months of June and July. I called their help line, and could not resolve anything because all of the lines have been transferred. I also, did not remember the pass code to the account, and they couldn't verify the account because none of the numbers are still on their network. I would like this resolved and the **** taken off of my account.Business Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ************************************
T-Mobile Account Holder: ***** Rhoades
Your File No. 17619332
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 records reflect the account holder of record is *************************, and we have determined that ************************* and ************************************ is the same person.
T-Mobile regrets that ***************************** has chosen another service provider, and we appreciate the opportunity to address her concerns. T-Mobile records reflect that on May 14, 2022, ******************-Boyces mobile numbers ending in ****, and ****, were cancelled when they were ported to another service provider. However, the mobile number ending in ****, remained active and continued to **** totaling $160.00, until it was cancelled on August 3, 2022, at ******************-Boyces request. T-Mobile records do not reflect a previous request to cancel this line. Also, on August 3, 2022, in an effort to amicably resolve the matter, T-Mobile issued a credit to the account for $160.00.
Please be advised that if a customer has an open Equipment Installment Plan (***) and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. T-Mobile records indicate ***************************** agreed to an *** on December 23, 2020, with the purchase of a ** V60 handset, and on December 1, 2021, with the purchase of a ******* Galaxy A32 handset. Accordingly, now that the account is cancelled, when the final billing statement is issued on August 12, 2022, it will reflect the accelerated remaining *** balance of $304.59. The account remains closed with a zero balance. 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.
***** May
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.
Since the merger of Sprint to T mobile I have had problems with our phones. My wife has major issues. ******** care promised $800 off towards the ******* S22 after trading in the ******* S10 at the ******* store; for *****************************- ************. Honesty is important. Talk is cheap. Still no phone for my wife. Explain.Business Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *****************************
Your File No. 17619236
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 inconvenience ****************** experienced and we appreciate the opportunity to address his concerns. Our records indicate that on July 16, 2022, ****************** contacted his Team of Experts (TEX) regarding potential option to upgrade his device. At the time, ****************** was advised about the 2022 ******* Trade P29 offer which stipulates that starting on June 2, 2022, and for a limited time, customers can get up to $800.00 on a ******* Galaxy S22, via one-time trade-in credit and monthly device credits, when they purchase it on ***, trade in a qualifying phone, and have or switch to an eligible Magenta *** rate plan.
At the time, ****************** placed a device order to purchase a ******* Galaxy S22 128GB device and intended to trade in a ******* Galaxy S10 Plus which qualified for the full value of $800.00 under the aforementioned offer. ****************** initiated a new *** and agreed to 24 monthly installments of $33.34 each. Regretfully, on July 20, 2022, as the electronic signature to finalize the *** agreement was not completed, the order was cancelled.
On July 21, 2022, ****************** contacted TEX to inquire about the status of his device order. At this point, ****************** was informed the order had been cancelled. Additionally, ****************** was advised that to qualify for the 2022 ******* Trade P31 offer, he must also update his rate plan to an eligible Magenta *** rate plan. ****************** was also advised of the alternate 2022 ******* Trade P36 offer which stipulates that starting July 7, 2022, customers can get up to $400.00 off a ******* Galaxy S22, via one-time trade-in credit and monthly device credits, when they purchase it on ***, trade in a qualifying phone, and have or switch to an eligible rate plan in which case, ****************** already had and did not require to switch to a Magenta *** rate plan. However, ****************** declined our efforts at this time.
However, on July 31, 2022, ****************** initiated a new *** to purchase a ******* Galaxy S22 128GB device priced at $799.99 and agreed to 24 monthly installments of $33.34 each. ****************** also agreed to update his accounts rate plan to the Magenta *** First Responder rate plan. ****************** also traded in a ******* Galaxy S10 Plus device which qualified for the full value of $800.00 in the form of $85.00 trade-in credit and $715.00 in 24 monthly device credits of $29.80 each.
On August 2, 2022, T-Mobile contacted *********************************, an authorized user of the account, as requested by ****************** in his correspondence to your office. In our conversation, we confirmed with ****************** her new purchase was completed successfully and that the qualification of the 2022 ******* Trade P29 offer have been met as well as to expect the first monthly device discount to impact the account in the next billing cycle. ****************** accepted the information provided as resolution to her concerns. T-Mobile regrets any inconvenience Mr. and ****************** 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:07/25/2022
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.
I started services with T-Mobile on 2/5/22. I have been in contact with them several times about the service issues. When I purchased the service, I went to the ************ location and spoke with ***** After doing a service coverage check, she told me that I would have great service because there are towers 5 miles from my home. Since day one the service has been horrible. Every time I call customer support, all they want to do is change the settings on my phone. I decided to change service providers recently and went back to the store. I spoke with Bri who told me that she would have never signed me up because 5 miles is not close enough. I have been asking for a reduction in the price of the phones so that I can switch carriers. When I signed up, I traded in 2 iPhones, an 8 plus and an 11. They have told me that they will not reduce the price of the phones and that I will be out the trade in amount. With the amount of issues, times Ive drove to the store and time on the phone with customer service, I should be compensated and my contract voided. I have followed my end of the contract by paying for the services on time. I feel that T-Mobile has not followed though on their end because I do not get the services I was guaranteed. Yesterday I spoke with their customer support team again and was informed that where I live, ********, **, does not have 5G service at this time. This is the first I have been told by any employee. I need service that works. The service is so bad that when I am in town, I cannot even send a text message. I am not the only person with these issues. There are ******** posts from friends that are just as upset.Business Response
Date: 08/03/2022
August 3, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: ***********************************
Your File No. 17618942
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 our service did not meet Ms. ******** needs, and we appreciate the opportunity to respond. T-Mobile is always working to improve its coverage, and we regret any service issues ****************** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms.******** account and based on the coverage map, confirms her account address shows excellent 4G/LTE coverage indoors and outdoors, and good 5G coverage, outdoors and in vehicle, with no known issues. Accordingly,service is working as anticipated.
****************** opened the account on February 5, 2022, and at that time, she purchased three Apple iPhone handsets on our Equipment Installment Plan (EIP). One of these handsets was enrolled in our 2022 Apple Buy 2 P2 promotion. This promotion was from February 4, 2022,through July 6, 2022, and offered one Apple iPhone 13 handset on us, up to $700.00, via monthly **** credits, when purchasing two on EIP, and activating a new voice line on an eligible rate plan. The third Apple iPhone handset was enrolled in our 2022 Apple Trade P5 promotion. This promotion was from February 4, 2022, through April 20, 2022, and offered an Apple iPhone 13 handset or an Apple iPhone 12 handset on us, up to $800.00, via monthly **** credits, when purchasing on EIP, trading in a qualifying phone, and activating a new voice line on an eligible rate plan. Please be advised that the terms of these offers indicate that if service is cancelled,future **** credits may be forfeited, and the customer becomes responsible for the remaining balance owed on the EIP.
T-Mobile records reflect that ****************** traded in an Apple iPhone 8 Plus handset and an Apple iPhone 11 handset on February 5, 2022, and was given immediate trade in credit of $83.00, and $175.00, respectively. Please be advised it is disclosed at the time of trade-in that any devices surrendered to T-Mobile cannot be returned.
On August 2, 2022,the account was cancelled at Ms. ******** request. In an effort to amicably resolve the matter,a refund was issued to ****************** as an ACH deposit into her checking account for $524.98, which honors one of the two promotions ****************** was enrolled in. ****************** should allow up to three business days to receive her refund. The account is closed with a zero balance. We regret any inconvenience to ******************.
Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. ******** contacts with us regarding the matter.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***********************
Executive ResponseCustomer Answer
Date: 08/03/2022
Complaint: 17618942
I am rejecting this response because:While I am satisfied that they resolved my issue, my resolution was more than monetary. I asked that T-Mobile do a thorough investigation into the service areas. I am still asking that they send someone to experience the lack of service in the ******** area. As I said, I do appreciate them responding and I do accept the monetary resolution but for the protection of T-Mobile, a service investigation needs to be done. I do not want to see other people have these same issues. As stated in my original complaint, one supervisor states there is 5G while another stated there is only 4G. I was informed that the maps can change regularly. That is not acceptable. Customers should also be informed of poor service. The manager in ********* stated that the employees are trained to specify excellent coverage even when they know it is bad. There is only one tower newr ******** and it is over 5 miles away. As stated by ******* during the settlement, ******** falls on the edge of the service from that tower. That alone is a confession that coverage is not excellent.
Sincerely,
***********************************Initial 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.
I had internet with them in April and cancelled within the 15 day grace ****** and sent back al my equipment with the label they provided. And expert at T-Mobile said it will be cancelled with no additional charges as its within 15 days. Well I have been getting bills from them and calling every time to say it was cancelled and I dont owe. I have been transferred countless times to may people who dont know what to do and just continue to transfer me. Fast forward to now and I get a final notice **** its going to go to collections. Well hilly 15 or 16 I called T-Mobile and spoke with a *** , Time, and some other rep who said that what happened was I did cancel and return my equipment in 15 days and should not be changed HOWEVER on their end they didnt cancel properly. When they generated the shipping label for me to mail it back they didnt do it correctly they said so when it got scanned it didnt cancel out my service. They realized it in May then cancelled and sent me a **** for 64 something and never called me. I should have never got that ****. They told me now its in collections and *** said she would make note so when I call the collections number all I would have to say is read the notes from *** at T-Mobile and they would clear it. WRONG AGAIN!! I called and they want to settle. No notes no nothing. What I need is then to remove this 64+ fee, call the collection agency to remove on their end as we, ai need the call all the credit bureau to notify them of their mistake and fix my credit as its now on my credit, also need reimburse the for the 13 hours total spent on the phone with them as its wasted time with no resolution as promised and a credit scored that is now damaged thanks to their error. Need al this fixed and resolved ASAP and need compensation mailed to me ASAP for this hassle. All this should be noted in their system.Business Response
Date: 08/02/2022
August 2, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************
Your File No. 17618774
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 ****************** may have encountered regarding her account. T-Mobile records indicate on April 10, 2022, ****************** activated her account with a Home Internet line of service ending in **** and ordered an Arcadyan 5G Gateway, free of charge. Hence, the account was enrolled to the T-Mobile Home Internet rate plan, for a monthly cost of $55.00, taxes included.
On April 20, 2022, ****************** contacted T-Mobile and requested a label to return the gateway, as it was not working as expected. Thus, a label was sent to ****************** and the gateway was returned to T-Mobile on April 28, 2022. However, due to an inadvertent error the account was not cancelled.
The billing statement dated May 10, 2022, was sent reflecting a balance of $110.00 due by June 3, 2022. This balance consisted of the monthly access charges from April 11, 2022, through June 10, 2022. As the account remained past due, on May 15, 2022, the account was suspended for non-payment. Subsequently, on May 31, 2022, the account was cancelled for non-payment.
The final billing statement dated June 11, 2022, was sent reflecting a balance of $62.33 due by July 3, 2022. The balance consisted of the past due balance and a credit of $47.67, for mid-cycle changes. It should be noted, as the account continued past due, on July 20, 2022, it was referred to **********************************, a collection agency, for further collection attempts. Thus, a collection fee of $15.58 was assessed, updating the account balance to $77.91.
Furthermore, upon speaking with ****************** on August 2, 2022, we apologized for her inconvenience and the time spent attempting to resolve the matter. In addition, to amicably resolve the matter, T-Mobile issued an account credit of $77.91, updating the account with a zero balance. Additionally, T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for ****************** credit report to reflect the change.
Finally, T-Mobile respectfully declined ****************** request of receiving additional compensation. 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 ResponseInitial Complaint
Date:07/25/2022
Type:Sales and Advertising 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.
Back in May I opened an account with T-mobile. 7 days later we canceled service due to bad mobile service. **** never canceled my account. In June I was hit with a **** and they said it was because I never canceled service. Talked to tmobile rep and store rep. **** were suppose to cancel service and possibly get my money back. Now a month later in July I was hit with another **** because my service was never canceled. I'm now out 2 months of payments for a service I don't have. This rep wasn't able to guarantee a refund this time and I didn't get one in June. She said my service was never canceled and they're not showing the phone was returned to the store in Bayville. What the h*** am I suppose to do now especially since I'm on a fixed income and tight budget for a phone I don't have possession of?Business Response
Date: 08/04/2022
August 4, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *********************************
Your File No. 17618653
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 inconvenience ************************ experienced and we appreciate the opportunity to address her concerns. Our records indicate that on June 5, 2022, ************************ activated her account with three lines of service with the numbers ending in ****, **** and **** and subscribed to the Magenta *** rate plan at $150.00 per month for the first two lines of service and $35.00 per month for the additional line of service. Ms. *********** account also qualified and received the benefit of the 2022 Line on Us P2 offer and as such, the account received a monthly credit of $35.00 to cover the costs for the additional line of service.
************************ also subscribed to the optional *************** which automatically removed funds from Ms. *********** chosen payment method, bank account or credit card, and applied the funds to their account as a payment. Furthermore, when combined with ******** Ms. *********** Magenta *** rate plan receives a $5.00 monthly discount per line of service. Please note, cancelling an account does not automatically cancel AutoPay and this must be cancelled separately upon request.
At the time of activation, ************************ took advantage of our Equipment Installment Plan (EIP) to purchase a ******* Galaxy A13 device priced at $198.00. ************************ was required to remit a down payment of $48.00 and agreed to 24 monthly installments of $6.25 each. T-Mobile provides a 14-days return period which allows customers to use the equipment to see if it meets their needs. If the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. Customer would then only be responsible for the monthly service charges through the date of cancellation.
Ms. *********** account was billed by a system known as **** current. This means charges for Ms. *********** rate plan were billed in advance of the service being provided and became due within that billing cycle. As such, Ms. *********** account produced the first billing statement in the amount of $146.25 and it was due for automatic draft through AutoPay on June 26, 2022.
On June 12, 2022, ************************ cancelled the lines of service ending in **** and **** by porting the numbers out to another service provider, leaving the line of service ending in **** active. Please note, the arrangement to transfer the lines of service was made directly with Ms. *********** new wireless service provider and not with T-Mobile whose only involvement in this transaction was to cancel the lines of service after the new wireless service provider took control of them. Regretfully, T-Mobile could not locate any records of Ms. *********** cancellation request for the remaining line of service ending in **** at this time.
Our records confirm that on June 14, 2022, ************************ completed the return of the ******* Galaxy A13 device and upon return, a refund of all upfront costs of $166.12 was provided to ************************. However, due to an inadvertent error, Ms. *********** account remain active with the line of service ending in ****. On June 26, 2022, the payment of $146.25 was processed as scheduled leaving the account with a zero balance.
After, a new billing statement dated July 5, 2022, was produced in the amount of $133.75 and it was scheduled for automatic draft through AutoPay on July 26, 2022. On July 25, 2022, ************************ contacted our Team of Experts (TEX) and pursuant her request, the remaining line of service ending in ********************************************* *********** account. However, as AutoPay remained active, on July 26, 2022, the payment of $133.75 was processed as scheduled.
On July 27, 2022, ************************ contacted TEX regarding her concerns with the processed payment. As such, to resolve Ms. *********** concerns, T-Mobile provided a refund in the amount of $102.55 after prorating the previous recurring charges. The refund was provided directly to Ms. *********** credit card which would take up to three (3) business days for the funds to be available. Ms. *********** account remains cancelled with a zero balance and no additional pending charges. 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:07/25/2022
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 canceled T-Mobile Home Internet within the 15 day "Worry-free Test Drive" time period. I received a **** dated July 16, 2022 for $50. I dispute owing any debt to T-Mobile and refuse to pay. I request that T-Mobile honor their money back guarantee and credit account number ********* in the amount of $50.Business Response
Date: 07/29/2022
July 29, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************************
Your File No. 17618367
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 our service did not meet Ms. ************ needs, and we appreciate the opportunity to respond to her concerns. Please be advised that our High-Speed Internet (HSI) Money Back Guarantee promotion began on January 27, 2022, and is for a limited time. This promotion offered customers who signed up for HSI service, to try our service, and if it did not meet their needs, they could cancel their within 15 days, and all service charges would be credited. Please note that it can take up to two **** cycles for the credit to appear.
T-Mobile records reflect that ************************** opened the account on June 22, 2022, and cancelled the account on June 29, 2022. As such, she qualified to have the account balance credited, which would occur within two **** cycles. However, in an effort to amicably resolve the matter, on July 29, 2022, T-Mobile manually adjusted the charges. The account remains closed with a zero balance. 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:07/25/2022
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.
was forced to restart phone due to settings, when restarted, it required a text message to authenticate, and when discussed with T-Moblie, they not only kept me on the chat for 2 hours, and wouldn't acknowledge that they created this loop that will inhibit my personal business, and then patronized me by indicating that "i'm sorry you're not happy", as if this was illogical. They created a system that requires me to disrupt my day, and go into the store of which is designed to get us to buy more stuff. I provided the access code, but to them it was not enough. They need to adjust their authorizations as to not s**** over people and use these obvious sale tactics. This is further evidenced that you can pay a bill with ease, but not service your account.Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau
12639 **************., Ste. 200
*****, ** *****
Re:File 17618336
Account XXXXX8561 *************************
To Whom It May ***************************** now part of T-Mobile (Sprint) is in receipt of the above-referenced complaint of ************************** We regret any inconvenience ******************** may have experienced with his device and account security. We appreciate the opportunity to respond.
A review of the account shows it was opened on February 24, 2006, and has one line of service subscribed to our ************************* plan. ******************** has one Apple iPhone 13 Pro *** purchased via Installment Billing Agreement WEB-242190990.
Our records show on July 24, 2022, ******************** Apple iPhone 13 was reset causing the eSIM to be deleted which disabled his Sprint service. ******************** contacted our ************************ to reactivate the device; however, he was not able to receive the One Time Passcode sent to authenticate the account. In accordance with our commitment to respect our customers privacy, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. ******************** was referred to a T-Mobile store, where he would be able to provide identification to access the account. On July 25, 2022, ******************** was able to visit a store and restore service to his device. We attempted to contact ******************** to discuss his concerns; however, we were unsuccessful. We invite ******************** to contact us should he continue to have any concerns with this matter.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling ************.
Sincerely,
*********************
Executive ResponseCustomer Answer
Date: 08/03/2022
Complaint: 17618336
I am rejecting this response because:an attempt was made on July 30, 2022 at 3:37pm to **************** to return the missed call. Filing this prior to returning my call (or attempting to) is another instance of them not listening to customer service and focus only on new sales. I have yet to receive a return call to have him hear my complaint.
Sincerely,
*************************Business Response
Date: 08/11/2022
August 11, 2022
Better Business Bureau
12639 **********************************************************************
Re: Rebuttal File ********
Account 475448561,*************************
To Whom It May ********
Sprint, now part of T-Mobile (Sprint) is in receipt of the above-referenced rebuttal complaint of *************************. We regret any inconvenience ******************** may have experienced when attempting to reach our office about his account concerns. We appreciate the opportunity to respond.
A review of the account shows it was opened on February 24, 2006 and has one mobile line of service subscribed to our ************************* plan. ******************** also has one Apple iPhone 13 Pro *** purchased via Installment Billing Agreement WEB-242190990.
Our records show on July 24, 2022, ******************** Apple iPhone 13 was reset causing the eSIM to be deleted which disabled his Sprint service. ******************** contacted our ************************ to reactivate the device; however, he was not able to receive the One Time Passcode sent to authenticate the account. In accordance with our commitment to respect our customers privacy, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. ******************** was referred to a T-Mobile store, where he would be able to provide identification to access the account. On July 25, 2022, ******************** was able to visit a store and restore service to his device.
We spoke with ******************** on August 11, 2022 and outlined our above findings. During our discussion, ******************** provided feedback regarding his concerns about the *** process. We regret any inconvenience this matter caused.
We appreciate ******************** taking time to provide details of his customer experience. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling ************.
Sincerely,
*********************
Executive ResponseInitial Complaint
Date:07/24/2022
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.
Every month my bill keep going up and i was on promotion to have free ***** of service and pay for some it was buy one get one free and the line they told me was free is not i call every month about the same thing no one has fixed problems yetBusiness Response
Date: 08/05/2022
August 5, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *****************************
Your File No. 17618183
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 has attempted to reach **********************, which has proven unsuccessful. As such, we will make every effort to address her concerns within this letter.
T-Mobile regrets that ********************** has concerns regarding the account, and we appreciate the opportunity to respond. T-Mobile records reflect that on July 2, 2020, the mobile numbers ending in **** and **** were activated, and participated in our 2020 Line On Us promotion. This promotion was from June 26, 2020, through July 6, 2020, and offered existing customers with 2 or more voice lines who activate at least one new voice line on qualifying plan to get a line on us. Accordingly, ********************** receives the line ending in **** at no cost.
On December 15, 2021, the mobile numbers ending in **** and **** were activated, and participated in our 2021 Line On Us P15 promotion. This promotion was from December 10, 2021, through January 12, 2022, and offered customers who have a least two paid voice lines on a qualifying plan to get a line on us. Accordingly, ********************** receives the line ending in **** at no cost.
Upon careful review, T-Mobile has determined that these lines have been credited as agreed since activation, and we are unable to substantiate the variance ********************** describes in her monthly billing. However, should ********************** have additional concern regarding the matter, she may contact me at the number below. We regret any inconvenience to ***********************
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***************************
Executive ResponseCustomer Answer
Date: 08/08/2022
Complaint: 17618183
I am rejecting this response because:
That is not a true statement I did miss one call from them however soon as I got the message I contacted him back and I made several phone calls to *************** I have talked to numerous representative and supervisors the only time t mobile be calling you back as promised is when u reach out to the better business bureau and I have had several problems with my billing and the service I m supposed to have unlimited talk text and data but my phone so slow it s like a dial up internet and the free government phones service works better than mines and when they send you to apple u get the run around as well the phones are defective and the service is horrible
Sincerely,
*****************************Business Response
Date: 08/19/2022
August 19, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *****************************
Your File No. 17618183
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 8, 2022, regarding the above-referenced account. Please be advised that we attempted to reach ********************** via the phone number she provided to your office. Unfortunately, we were unsuccessful. Therefore, we will attempt to address her concerns via the letter below.
T-Mobile regrets any continued concerns ********************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. ************************ billing concerns, records reflect she has five voice lines of service ending in ****, ****, ****, **** and ****. ********************** subscribes to the Magenta (2 line) rate plan for $130.00 per month for the first two lines, and $25.00 per month for each additional line. As mentioned in our previous correspondence to your office, ********************** receives a monthly discount of $25.00 per line, for the mobile numbers ending in **** and **** as part of the 2020 Line on ** and the 2021 Line on ** P15 offers. ********************** also subscribes to the Protection 360 feature for $13.00 per month, per line for the mobile numbers ending in ****, **** and ****. ********************** subscribes to the ******* Premium High Definition and Ultra High-Definition feature of $11.00 per month. Please note, ********************** also has a Wearable line ending in **** and subscribes to the DIGITS Apple Watch rate plan for $15.00 per month.
Between October 13, 2020, and December 15, 2021, ********************** purchased the below equipment using our Equipment Installment Plan (EIP) offering.
An Apple Watch SE 40mm for $329.99. At the time of purchase, ********************** was required to remit a down payment of $96.00. Additionally, ********************** agreed to a series of 23 monthly installments of $9.75 and a final installment of $9.74, for the Wearable line ending in ****. ********************** took part in the 2020 Apple Watch P3 offer, wherein she receives a Recurring Device Credit (RDC) of $5.46 per month.
An Apple iPhone 13 128GB handset for $799.99. At the time of purchase, ********************** was required to remit a down payment of $49.99; and she agreed to a series of 24 monthly installments of $31.25, for the mobile number ending in ****. ********************** took part in the 2021 Apple Buy 2 P5 offer; therefore, she receives an RDC of $33.34 per month.
An Apple iPhone 13 ************* handset for $1,099.99. At the time of purchase, ********************** was required to remit a down payment of $349.99; and she agreed to a series of 24 monthly installments of $31.25 for the mobile number ending in ****.
Based on our findings, after all discount and including Ms. ********** ****, her monthly bill is estimated to be $253.45. In reviewing Ms. ********** last three billing statements, we confirm she has been billed in accordance with her services and equipment which she agreed upon, including all applicable discounts. ********************** *** review her billing statements online at www.T-Mobile.com.
T-Mobile regrets that ********************** was unable to speak with our office before August 5, 2022. Records reflect between July 29, 2022, through August 4, 2022, our office sent ********************** multiple emails via the email address she provided to your office and called the number ending in **** to reach her. Unfortunately, we were unsuccessful in speaking with her.
On August 5, 2022, ********************** spoke to our office regarding her concerns. At this time, we gave her a credit of $78.00 which is equivalent to six months of the insurance costs associated with the line ending in ****, as ********************** indicated that she lost the phone, but unfortunately, is unable to file a claim through Assurant, as she did not report her claim within 30 days of the device being lost. ********************** advised that she wanted to maintain the insurance on the line ending in **** because she plans on purchasing another device in the future. The credit updated Ms. ********** account balance to $176.44. Unfortunately, ********************** did not advise of any coverage concerns during her conversation with our office.
Regarding Ms. ********** coverage concerns, T-Mobile cannot guarantee coverage in all areas as there are several factors and conditions that *** interfere with actual service, quality, and availability. T-Mobile reviewed the coverage in Ms. ********** area and confirmed that she is estimated to receive good commercial 5G, 4G and LTE coverage with a compatible device. In reviewing Ms. ********** combined usage between May 5, 2022, through August 4, 2022, we found that she has used the benefits of our service.
Between May 5, 2022, through June 4, 2022, there were 128.70GB of data, ***** minutes and ***** messages used.
Between June 5, 2022, through July 4, 2022, there were 129.99GB of data, ***** minutes and ***** messages used.
Between July 5, 2022, through August 4, 2022, there were 133.97GB of data, ***** minutes and ***** messages used.
T-Mobile encourages ********************** to contact our office at the number listed below by August 30, 2022, so we *** properly troubleshoot her coverage concerns. T-Mobile regrets any inconvenience to ***********************
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***********************
Executive ResponseInitial Complaint
Date:07/24/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bout a iPhone 12 Pro **** paid it off and traded it in for a iPhone 13 pro **** I did not receive the color I wanted and dialed 611 to exchange devices for a gold one. They took my phone back I sent it in and charged me again just for the exchange I had to call them several times as their customer service representatives continued to harass me and discriminate against me based off who I am kin to a representative eventually told me she would give me a additional $375 off and split the remaining balance over the next 24 months lowering my monthly **** to $15 for the device she asked that I continue to check the balance for a update after a while and called them back as the change was not made and at that time was told no notation was made on the account and that it could not be found that it was mentioned I am on the phone with them now and they are saying they will get the person who told me this to call me back this is after several different promises to fix my **** I have been a T-Mobile customer over two years right now and my **** has always been paid the entire time I have had it I have paid off accessories phones and have continued to have issues with their customer service.Business Response
Date: 08/01/2022
August 1, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************
Your File No. 17617854
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 to hear of Ms. ******** concerns, and we welcome the opportunity to respond. T-Mobile records reflect that on June 28, 2022, ****************** purchased an Apple iPhone 13 *************** on our Equipment Installment Plan (***), and attempted to participate in our 2022 Apple Trade P7 promotion. This promotion offered an Apple iPhone 13 handset at half price, up to $400.00, when purchasing on ***, and trading in a qualifying phone. T-Mobile records reflect that ****************** traded in an Apple iPhone 12 Pro **** however, as there was a balance still owed on this device, it did not qualify for trade in, and the promotion was not honored.
On July 8, 2022, another Apple iPhone 13 Pro *** was purchased on the account, and the down payment and applicable tax totaling $760.82, were billed to the account. In an effort to amicably resolve the matter, on July 29, 2022, T-Mobile closed and credited the *** associated with the Apple iPhone 12 Pro **** and the first Apple iPhone 13 *************** purchased. Additionally, a credit was issued to the account for $760.82, which was the amount billed to the account for the second Apple iPhone 13 ***************. The account remains active with a zero balance.
Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. ******** contacts with us regarding the matter.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
***************************
Executive Response
T-Mobile USA, Inc. is NOT a BBB Accredited Business.
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