Complaints

This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  T Mobile USA Inc.

  2282 28th St SE Grand Rapids, MI 49508-1536

• 

  T-Mobile USA, Inc.

  3324 Secor Rd Ste 1 Toledo, OH 43606-1540

• 

  T-Mobile USA, Inc.

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

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:07/24/2022

  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.

  First we have been screwed over 3 times by T-Mobile starting with the fact that when I purchase my first phone the gentleman stated he was including a tablet a screensaver and a case his exact words were I was able to get you a tablet a screensaver and a case included with that then I got my first **** and I was paying for it went into the store they said there was nothing they could do because it was past the 15 day return. That was the first time I was screwed over then when I went and bought the two phones that are having the main issue she came out of the back room with the two phones and two wall chargers come to find out a month later that I paid for the wall chargers which I wouldve never bought that was the second time then about three weeks after I purchased the two second phones ******* the manager at the T-Mobile location by Mayfair mall in ********* called meand said that he needed me to come back to Milwaukee and bring the phones because they were not sold correctly he stated in front of me and four other people on speakerphone that because of all this inconvenience and the hour drive each way that he would be able to clear up my past due balanceof $297 I went to the store the following Monday he did clear my past due balance and was also supposed to credit me for the two activation charges of $30 because of all the inconvenience it took a total of over five hours of my day he showed me that he cleared up my balance then approximately three weeks later the past due balance showed back up I argued with T-Mobile for over a month trying to get the past due balance taken off again they told me a whole different story than what the manager told me he even sent a voicemail which I will include saying he cant figure out why it was put back on and that it was never supposed to there is not enough area in this to include all the dates and everything else and all the other details that there are to the story so if theres another place I can fill that out

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************************
  T-Mobile Account Holder: *************************
  Your File No. 17617829
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 24, 2022, regarding the above-referenced account.  Please be advised T-Mobile records indicate the account holder of record is *************************, and he has designated ******************************* as an authorized user of the account.
  
  ********************** regrets any inconvenience **************** experienced and we appreciate the opportunity to address her concerns.  Our records confirm that on March 16, 2022, ************** activated his account with one voice line of service ending in **** and one Mobile Internet (MI) line of service ending in 9831.  At the time of activation, ************** took advantage of our Equipment Installment Plan to purchase the following devices and accessories:
  
  Apple iPhone 13 ************* device priced at $1,099.99 and agreed to 24 monthly installments of $45.84 each.
  ******* Joy Tab2 tablet priced at $168.00 and agreed to 24 monthly installments of $7.00 each.  
  One GoTo Tempered Glass Screen protector priced at $39.99 and one Gear4 ******************* Case priced at $49.99 and agreed to 12 combined monthly installments of $7.51 each. 
  
  However, **************** purchase qualified for the 2021 Connected Device P2 offer as such, it was receiving monthly device credits of $7.00 to cover the cost of the tablet. Further review confirms **************** account received the monthly credits of $7.00 on April 14. 2022, May 14, 2022, June 14, 2022, and July 14, 2022, as stipulated in the offer.  Regretfully, T-Mobile could not locate any promotional offers available for the accessories at the time of **************** purchase.  
  
  On May 12, 2022, ************** activated two additional voice lines of service with the numbers ending in **** and **** and the rate plan was updated to the Magenta *** 55+ at $100.00 per month for the first two voice lines and $50.00 per month for the additional voice line of service.  At the time of the new activations, ************** also purchased two 20W USB-C Power Adapters each priced at $19.99 plus tax.  ************** was also required to pay a $30.00 Assisted Support Fee per new line of service and the payment in full for both the accessories and Assisted Support Fees was remitted at the time of the new activations.
  
  On June 13, 2022, ************** initiated a new EIP to purchase two Apple iPhone 13 devices, one with the memory variant of 128GB priced at $799.99 and the other with memory variant of 256GB priced at $899.99.  ************** agreed to 24 monthly installments of $26.94 and $30.31, respectively.  Please note, at the time of **************** new purchase, his account was in a past due status with a balance of $294.99.  When an account is past due, it must be brought current before a new EIP can be initiated.  As such, in an effort to provide the option to perform new purchase, T-Mobile agreed to apply a temporary credit of $294.99 to bring the account current and this was reversed once the transaction was completed.  Regretfully, T-Mobile could not locate records in which the aforementioned credit would be provided permanently. At the time of purchase, **************** account qualified and took advantage of the 2022 Apple Buy 2 P2 offer and as such, the Apple iPhone 13 128GB device is receiving monthly credits of $29.17 to cover the cost of the device.   Regretfully, on July 12, 2022, as **************** account remained past due, it was fully suspended for non-payment.  
  
  Nonetheless, in an effort to amicably resolve ****************** concerns, on July 29, 2022, T-Mobile issued a credit of $497.00, which included the credit of $297.00 for the past due balance, $90.00 credit for the costs of the accessories and $40.00 equal to four months of service under the MI line of service ending in 9831.  Additionally, T-Mobile removed the remaining EIP balance of $140.00 associated with the ******* Joy Tab2 tablet effectively paying it in full.  **************** account remains suspended with a revised past due balance of $105.21 and a current balance of $167.11 due on August 9, 2022.  **************** may contact our TEX teams at ************** or visit our website www.t-mobile.com to remit payment to restore services at her convenience.  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. 
  
  *** Ortega  
  Executive Response
  
  

  Customer Answer

  Date: 08/01/2022

   
  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:07/24/2022

  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 called to report fraud on my account over SIX TIMES. I cant get massages, my email was removed, sim was added and we dont know to what extent my account was compromised by ONE OF YOUR ASSOCIATES BURNING ****. All these calls and Nothing was done. Someone is internal and burning **** for fraudulent purposes. Ive said it time and time again to your employees. Maybe youll take it serious or take accountability. I asked for retention. They insisted on wasting my time with MORE pointless troubleshoot. I asked for fraud department. They insisted on troubleshooting and providing credits. How does one call in and not receive any help WITH A COMPROMISED ACCOUNT?!I cant get texts of ANY sort which means I cannot access a SINGLE personal account including T-Mobile. Since they switch, this is the SECOND time my account has been compromised in addition to the WORST service of my life. Worst than cricket. I need my account investigated FULLY. No one should have to call in 6 months to a year because you1. Disconnect phones on accident and add a system block 2. Allow anyone to access your account without verification done properly 3. Have no fraud process in place Absolutely terrible in every aspect from service to devices to customer service. Sprint was so much better.

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      Derrius I 
  Your File No. 17617711 
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 24, 2022, regarding the above-referenced file number.   Please be advised we have made attempts to contact Derrius, which have proven unsuccessful.  As such, T-Mobile will make every effort to address Derrius concerns within this letter.  
  
  Regrettably, we have been unable to locate a current or former T-Mobile account with the information provided.  As such, we request Derrius contacts us at the number below to provide us with additional information so that we may locate the account in question.  Upon locating an account, we will be happy to review and address Derrius concerns.
  
  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. 
  
  *** Ortega 
  Executive Response
  
  

• Initial Complaint

  Date:07/24/2022

  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 am contacting Tmobile fo the second time in 60 days . My first communication was with the ***** T-Mobile agent refuse to a warranty exchange withy my 7Plus so I was forced to paid a deductible to retrieve my 12 Pro **** I was eligible but I was lied to by supervisors and associates. Today I have been hold thirty minutes waiting for a supervisor.(KNC) The associate (******) refused to review my **** as requested . This transpired between 4pm - 4 : 22pm eastern. I have been overcharged for additional government ************* I have not resided at *********** in 4 years or more. I am paying State 911 , state & local taxes, etc . At two separate addresses. Tmobile have been overcharging me .The reason for my called today was that I was being charged for three wearables and have only two wearables. I am being overcharge $10!

  Business Response

  Date: 08/02/2022

   
  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17617452   
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 24, 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 to his concerns.  As of March 24, 2013, Mr. ******** mobile line of service ending in **** is subscribed to one of T-Mobiles optional Protection 360 handset protection features, providing additional protection for his device in use.  On April 21, 2022, ****************** contacted his Team of Experts (TEX) and reported that his Apple iPhone 12 Pro *** had been stolen.  ****************** had his mobile device blocked and was referred to Assurant, our third-party Protection 360 provider, to file an insurance claim to replace his stolen device.  On April 21, 2022, ****************** visited a local T-Mobile retail location to obtain a new SIM card replacement and activated an Apple iPhone 7 Plus to use for his above line of service.  On April 24, 2022, ****************** contacted Assurant and filed Claim Number ******** to replace his Apple iPhone 12 Pro *** and was required to remit a deductible payment of $249.00.  
  
  On May 4, 2022, ****************** contacted TEX and requested a warranty exchange for his Apple iPhone 7 Plus due to issues with his device display.  Please note, by purchasing an Apple product, customers receive a 12-month manufacturer's warranty, up to 90 days of phone support, and may receive an extended 24-month Apple Warranty if they subscribe to an additional Protection 360 feature.  T-Mobile records confirm that the first time Mr. ******** mobile line used an Apple iPhone 7 Plus was on November 8, 2016, and used one through July 9, 2021, when he activated his Apple iPhone 12 Pro ***.  As such, Mr. ******** Apple iPhone 7 Plus was not eligible for exchange.  When customers report any device issues ********************** completes thorough troubleshooting and addresses any problems with the account or T-Mobile network.  Any device support for exchange or replacement is referred to Apple for further support.  However, as a one-time courtesy to ******************, T-Mobile completed a Limited Warranty Exchange outside of the handset eligibility for the Apple iPhone 7 Plus, and a replacement handset was sent to him.  
  
  
  On June 28, 2022, ****************** contacted TEX and requested that his Apple iPhone 7 Plus be exchanged once again.  T-Mobile attempted to complete applicable troubleshooting with ******************, which he respectfully declined.  ****************** was made aware that he was not eligible for an exchange and was referred to a local Apple store or T-Mobile service center for further assistance with his device.
  
  On June 29, 2022, ****************** completed a claim with Assurant, and was provided a replacement Apple iPhone 12 Pro *** by Assurant.  On June 30, 2022, ****************** activated his replacement device and has not reported any further device issues.  *********************** position regarding the Apple iPhone 7 Plus handset remains unchanged; should ****************** require additional support with his Apple iPhone 7 Plus, T-Mobile recommends he visit a local Apple store or T-Mobile service center for further support.
  
  On April 10, 2017, records confirm that ****************** updated his billing address, which was updated again on January 14, 2020.  On June 30, 2022, ****************** updated his billing address to his current address, and has had this address on file ever since.  Please understand taxes vary among different states, cities, and counties, due to differences in rates for the local portion of the tax.  Geographical tax jurisdictions are composed of cities, unincorporated county areas, and transportation districts.  Tax laws require mobile service be taxed based on the subscribers Primary Place of Use (***) which may or may not be the same as the subscribers billing address.  
  
  Please note that Taxes are charged at both the individual line level and the account level.  For example, individual line level charges are billed based on the *** provided for that line of service.  In a family or business account, this means different lines used in different locations are taxed according to where each is used provided that each line has an up-to-date *** on file with T-Mobile.  The account level charges are based on the billing address for the account.  Some taxes and fees are flat rate charges that do not vary.  However, some are based on a percentage of the charges associated with the account or line of service and as such, may vary depending on usage and/or other charges assessed.  All taxes are collected and remitted as required by state, local and federal governments.  Regrettably, due to an inadvertent error, Mr. ******** *** addresses for his two mobile lines ending in ****, ****, and his DIGITS wearable line **** were not updated on January 14, 2020.  
  
  As of July 10, 2017, Mr. ******** above-referenced account has been subscribed to an all-tax inclusive rate plan that includes all applicable taxes and fees in the monthly rate.  Although there may have been a difference in taxes, that difference has been covered by T-Mobile with the inclusive of the taxes the T-Mobile ONE rate plan ****************** is subscribed to, which has a monthly recurring cost of $130.00.  Please note that as of April 10, 2022, Mr. ******** two mobile lines **** and **** have been subscribed to T-Mobiles Magenta 55+ family rate plan, which is also a tax inclusive rate plan with taxes and fees included in the monthly rate of $80.00.  On July 24, 2022, T-Mobile offered to update ********************** *** address which he respectfully declined.  The lines of service ending in ****, ****, and DIGITS wearable line of service ending in **** continue to reflect the original *** address.  ****************** may update his *** address via MyT-Mobile.com, the MyT-Mobile app, or by contacting TEX a **************.
  
  On November 2, 2017, ****************** activated a DIGITS wearable line of service ending in **** for use for an Apple Watch Series 3 and was paired with the mobile line of service ending in ****.  The line of service ending in **** was subscribed to T-Mobiles DIGITS wearable rate plan at $10.00 monthly.  On June 1, 2022, ****************** added a second DIGITS line of service ending in **** which was for use for an Apple Watch SE ****************** purchased on that same date and paired with the line of service ending in ****.  On July 1, 2022, after ****************** had activated his replacement Apple iPhone 12 Pro ***, ****************** completed an on-device Apple Watch activation, linking his Apple Watch Series 3 with his replacement handset; however, due to an inadvertent error, the process created a new DIGITS wearable line of service ending in **** that was now paired with Mr. ******** mobile line ****.  The activation caused Mr. ******** account to have a total of three active DIGITS wearable lines subscribed to a $10.00 DIGITS plan each.
  
  On July 24, 2022, T-Mobile relayed the above information to ****************** and scheduled the original DIGITS line of service ending in **** for cancelation at the end of Mr. ******** billing cycle, on August 9, 2022.  On July 24, 2022, T-Mobile issued a one-time credit in the amount of $10.00 for the billed monthly recurring charges of the DIGITS line of service ending in **** for service from July 10, 2022, through August 9, 2022, reducing the balance owed to $249.00 at that time.  On July 27, 2022, ****************** remitted payment of $249.00 leaving his account reflecting a zero balance at that time.  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:07/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Dec of 2021, I chose to try Tmobile's wireless service. I opted for 1 line of service, and a phone. I later chose, within the 14-day grace ****** that I did not want to receive services from T Mobile. So I requested that the line be canceled, and a return label for the phone be sent, all of which was within the 14-day grace ******. I never even used the line, never got a phone number. In Jan of 2022, I received a **** for $100 and another for $83. I contacted customer service numerous times, promising me that it would be corrected and that it was their error. Never was done by customer service. Now both bills have been forwarded to a collection agency. I am not getting any assistance from T Mobile, and they have not followed thru with correcting their error. Again, the phone was returned within 14 days, I called within 14 days to cancel the line. And to clarify, I never got a number and did not activate it, I followed their cancellation protocol within the 14 days precisily .

  Business Response

  Date: 07/29/2022

   
  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17617242
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 24, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concern ****************** may have encountered regarding her account and we appreciate the opportunity to respond. On December 13, 2021, ****************** activated her account with a mobile number ending in **** and was enrolled in the T-Mobile Essentials rate plan for a monthly cost of $65.00. At the time, ****************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a One 5G Ace handset. ****************** was not required to remit a down payment; however, she agreed to a series of 24-monthly installments of $11.00. In addition, ****************** enrolled the line to the Protection 360 Tier 2 feature, for $9.00 a month.
  
  The first billing statement dated December 14, 2021, was sent to ******************, reflecting a balance of $78.52, due by January 6, 2022. The balance consisted of monthly access charges from December 14, 2021, through January 13, 2021, taxes, and fees. 
  
  On December 20, 2021, ****************** contacted T-Mobile and requested a label to return the One 5G Ace handset and requested the cancelation of the account. Thus, the account was set to cancel at the end of the billing cycle, January 13, 2022. T-Mobile records confirm the One 5G Ace was received by T-Mobile on December 31, 2021. 
  
  The billing statement dated January 14, 2022, was sent reflecting a balance of $83.52 due by February 6, 2022, for the past due balance and a late fee. T-Mobile records do not indicate a billing statement reflecting a balance of $100.00 was sent to ******************. Nevertheless, as the account remained past due on April 24, 2022, it was referred to ******, a collection agency, for collection attempts. 
  
  Furthermore, to amicably resolve this matter, on July 29, 2022, T-Mobile credited ****************** account the amount of $83.52. That said, as of the date of this letter, ****************** account remains closed with a zero balance. In addition, T-Mobile removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. ****************** should allow approximately 90 days for this information to be reflected on her credit report. T-Mobile regrets any concern 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:07/24/2022

  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.

  We transitioned from Sprint to T-Mobile the end of November 2021. We also got 2 new phones. We should've been charged for 4 total phone lines. T-Mobile has been charging us for 6 phone lines and 4 other devices since first **** in December 2021. We have tried over and over again to get this resolved in the store, by calling T-Mobile (611) customer service and by emailing a district manager (***********************) and nothing has changed! We were told by employees in the local store that the employee we dealt with (named ***) in November 2021 added numerous equipment and overcharges to many different customer's accounts and created a huge mess. That employee is no longer in the local store. We have done everything within our power to get this situation resolved-all we want is the amount that they overcharged credited back to our account but no one seems to be able to figure out how to do that!! T-Mobile says they'll figure it out and call us back but no one ever calls back! We estimate that we've been overcharged $200-$250 every month since December of 2021. We've asked T-Mobile to figure out what the overcharges are and no one has an answer! We are at wits end!

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      ***********************************
  Your File No. 17616887
  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 Mr. *********** concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect that ************************ migrated his account from the former Sprint billing system to the T-Mobile billing system on December 21,2021.  At that time, the account had six voice lines, and four mobile internet lines.  Additionally, on that same date, a ******* Galaxy S21 handset and an Apple iPhone 13 handset were purchased on the account on our Equipment Installment Plan (***).  On January 14, 2022, an iPhone 13 *************** was purchased on the account on ***.
  
  On May 9, 2022, two voice lines and four mobile internet lines were cancelled at Mr. *********** request.  Upon review, T-Mobile can confirm no usage on these lines.  On July 29, 2022, in an effort to amicably resolve the matter, the *** associated with ******* Galaxy S21 handset was closed and credited.  Additionally, credits totaling $1,058.31 were applied to the account which represents service costs for the six lines cancelled on May 9, 2022,since activation, and the *** charges for the ******* Galaxy S21 handset from date of purchase until the date the *** was closed.  The account remains open with a credit balance of $727.81.  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 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
  

• Initial Complaint

  Date:07/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6th, I attempted to add a phone line & new phone to be shipped to another Tmobile in a different State with a T-Mobile customer rep over the phone. It needed to be shipped to a T-Mobile store because it was for my brother who is homeless. After 90 min with the rep, he said that he made a mistake and entered my home address for delivery instead of the **** in FL. He attempted to correct the error. He also processed my credit card 2 times on that call for the order but said I would only be charged once. The next day I saw 2 charges in my bank acct. The following day I saw another charge added to the ****. I called customer service and found out the rep had never corrected the error and instead charged me for 2 phones and phone lines one to me and one to FL. From July 6th to the present date I have attempted to have that error corrected, be reimbursed for charges, cancel phone going to my address, locate phone shipped to T-Mobile in FI. After cancelling account on July 22 I found out 3 lines were added to account even though closed. I have all dates, times & the reps names for all my attempts to rectify what occurred. What happened on each call has been an example of the worst customer service and they still have not corrected the problem as of 7/24. There is not enough space here to document each error that has followed since the date of July 6. I would like the opportunity to share them with your representative if possible. In addition, The last customer service rep along with 3 others on previous calls assured me the extra phone would not be shipped to my address and last week it arrived. I also have yet to be refunded for one of the charges. I have a son with autism and do not have the time or energy to deal with the many hours on the phone and frustration over trying to rectify someone elses error, which still has not been resolved. That is the reason why after 8 years I told them to cancel the order and close my account with T-Mobile.

  Business Response

  Date: 07/29/2022

   
  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***** Yudkin 
  Your File No. 17559984
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 24, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concern **************** may have regarding her account and we appreciate the opportunity to respond. On January 25, 2014, **************** activated her account with two mobile numbers ending in **** and ****, which were enrolled in the One Plan rate for a monthly cost of $130.00. In addition, the account has a DIGITS line ending in ****, enrolled in the **************** with paired DIGITS rate plan, for a monthly cost of $15.00. Also, the mobile line ending in **** is subscribed to the Protection 360 Tier 5 feature for $18.00 a month. 
  
  On March 11, 2021, **************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of a ******** Razr handset. Accordingly, **************** was asked to remit a down payment in the amount of $116.00 and agreed to a series of 24-monthly installments in the amount of $36.84. On August 22, 2021, **************** purchased an Apple Watch Series 6 40mm with our *** program. She was not required to remit a down payment; however, **************** agreed to a series of 24-monthly installments of $20.84. Please note, when a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  
  
  T-Mobile records indicate on July 6, 2022, **************** activated two mobile numbers ending in **** and ****, which were added to the account as additional lines for $25.00 each, a month. In addition, **************** purchased two One Plus Nord N20 5G devices with serial numbers ending with **** and ****, with our *** program and two Otter Box Commuter Cases. **************** was not required to remit a down payment; however, she agreed to pay $95.44 for each device and accessory. **************** then agreed to a series of ************************** the amount of $11.75 for each handset. T-Mobile records indicate a One Plus Nord N20 5G device was ordered to be shipped to the billing address on file and the second One Plus Nord N20 5G device was ordered to be shipped to a different state, per Ms. ******* request. 
  
  Please note, the billing statement dated July 7, 2022, was sent reflecting a balance of $191.68, due by July 27, 2022. This balance consisted of monthly access charges from July 7, 2022, through August 6, 2022, *** charges, a credit of $35.00, taxes and fees. It should be noted, this billing statement did not reflect any charges associated with the new lines ending in **** and ****. 
  
  On July 8, 2022, **************** contacted T-Mobile and disputed one new line of service and one handset order. Regrettably, as the devices had already been shipped, we were unable to cancel the disputed order. Thus, **************** was advised to reject the unwanted order, so it would be returned to T-Mobile and upon receipt we would close the *** and cancel the unwanted line. Also, on July 8, 2022, one of the handset order payments remitted on July 6, 2022, in the amount of $95.44, was returned to T-Mobile unpaid. 
  
  Moreover, T-Mobile records indicate that the One Plus Nord N20 5G device and an accessory associated with the mobile number ending in ****, is being returned to sender. However, the One Plus Nord N20 5G device and accessory associated with the mobile number ending with **** were delivered on July 13, 2022.  
  
  Furthermore, on July 11, 2022, **************** cancelled her mobile numbers ending in **** and ****, after she ported the mobile numbers to another service provider. Please note, our records do not indicate **************** requested the cancellation of her DIGITS line ending in ****. Thus, the account remained active with the DIGITS line and the new lines ending in **** and ****.
  
  Upon speaking with **************** on July 29, 2022, we empathized for her inconvenience. To amicably resolve this matter, the mobile numbers ending in ****, **** and **** were set to cancel at the end of the billing cycle, August 6, 2022. **************** fully understood that her final billing statement will reflect the accelerated final *** charges associated with her ******** Razr and her Apple Watch Series 6 40mm. In addition, a courtesy credit of $324.21 was issued to the account, to compensate **************** for her inconvenience. This credit updated the account with a credit balance of $97.53. Finally, **************** agreed to return the One Plus Nord N20 5G device and accessory that were delivered and upon receipt, T-Mobile will refund the amount of $95.44, to the original payment method. 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:07/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  T-Mobile is charging me for services not active, i havent been active for 3 or 4 months, yet they still charging me monthly charges as if i have been able to call out and text people. Doesnt make any sense. Cant get caught up when doing things like that

  Business Response

  Date: 08/01/2022

   
  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      Prince ******************************** Account Holder: Eternity *********************************** File No. 17616759
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 24, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is Eternity ********************* and has designated Prince ****** as an authorized user of the account.
  
  ********************** regrets any concern **************** may have regarding the account. Please be advised the account was activated on July 19, 2021, and has two mobile numbers ending in **** and ****, subscribed to the ******************** rate plan, for a monthly cost of $150.00 per month, taxes included. Additionally, the lines are enrolled in the Protection 360 Tier 5 feature for a monthly cost of $18.00 each.
  
  On July 26, 2021, the account qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* Galaxy S21 5G handset. Accordingly, a down payment in the amount of $421.99 was required and the account agreed to a series of 24-monthly installments in the amount of $15.75. Please note, the ******* Galaxy S21 5G device qualified for the 2021 ******* Trade P5 promotion and as such, is eligible for 24-monthly credits in the amount of $29.59. On November 12, 2021, the account purchased a ******* Galaxy Note 20 Ultra 5G with our EIP program. A down payment of $450.74 was required and the account agreed to 24-monthly installments in the amount of $31.22. In addition, the ******* Galaxy Note 20 Ultra 5G device qualified for the 2021 ******* Activate P30 promotion and is eligible for 24-monthly credits in the amount of $16.67. 
  
  T-Mobile records confirm, the accounts billing cycle runs from the 20th of the month to the 19th of the following month, with payment due on the 12th. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms the payment that was due on May 12, 2022, was not received on time. Thus, on June 4, 2022, T-Mobile suspended the accounts ability to place outbound calls. As the account continues to receive calls on the T-Mobile network or Wi-Fi network and incoming text messages from regular 10-digit phone numbers, the account is billed as normal. Also, as stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee may be assessed. Therefore, when a payment of $470.53 was remitted on June 4, 2022, the account was reactivated and assessed a $20.00 restore from suspension fee per line of service. However, on June 13, 2022, the payment of $470.53 was returned to T-Mobile unpaid and the balance was reverted to the account. In addition, a returned payment fee of $30.00 was assessed to the account. As the account remained past due, on June 23, 2022, T-Mobile suspended the accounts ability to place outbound calls. 
  
  Thereafter, the billing statement dated July 20, 2022, was sent reflecting a balance of $945.65, due by August 12, 2022. This balance consists of the past due balances for monthly access charges from April 20, 2022, through July 19, 2022, new monthly access charges from July 20, 2022, through August 19, 2022, EIP charges, restore from suspend fees, late fees, taxes and fees.
  Subsequently, on July 23, 2022, the account was suspended in full, for non-payment. Please note, during a full suspension, any open **** will continue to be billed as normal, however, the monthly access charges are no longer billed. 
  
  Furthermore, upon speaking with **************** on August 1, 2022, the above was apprised and as a one-time courtesy, T-Mobile issued an account credit of $100.00, updating the balance to $845.65. Please be advised, to avoid further collection activity, **************** can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR) or with our Team of Experts (TEX) or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. 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:07/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a new phone including a trade in of the old one in order to get their promotion, the person that helped me on their website never sent me the return label in order for me to send the phone back, I called several times and everyone I speak with either doesnt know why it happened or tells me that I have to return the new phone again so they can send a new one but I have to pay the taxes again and wait god knows how many days for the return of the first taxes I paid, I explained that my daughter its already using the new phone and she is away at college so that is not going to work, they refuse to send a label and the more time that passes the less chance I will get the $800 promotion from the trade in. I am attaching the original conversations from when they did the trade in a couple of days ago

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *******************
  Your File No. 17616731
  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 with respect to one of our recent promotions, and we appreciate the opportunity to respond.  T-Mobile records reflect that on July 21, 2022, **************** purchased an Apple iPhone 13 handset on our Equipment Installment Plan (EIP) and attempted to participate in our 2022 Apple Trade Promo P20 promotion.  This promotion offered any Apple iPhone 12 or Apple iPhone 13 handset on us up to $800.00, when purchasing on EIP, activating a new voice line, and trading in an eligible device.  Upon review, regretfully, a trade in was not associated with the order.  Accordingly, the promotion was not applied.
  
  On August 1, 2022, we spoke to **************** and asked that she send her trade in device to me at the following address:
  
  T-Mobile USA, Inc.
  Attn: ***********************
  1201 ***************
  ***********, ** 87107
  
  Upon receipt, we will ensure that **************** is enrolled in the promotion.  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 Response

• Initial Complaint

  Date:07/23/2022

  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.

  April I decided to go with T-Mobile. I had Xfinity mobile but I was moving. I brought my phone an ******. The reception was horrible. I was told it could be because the phone wasn't a T-Mobile phone. Also, I was having carrier release issues as well from Xfinity. In May I decided to look at phones that were T-Mobile carrier. I was still having all kinds of issues with being able to make phone calls, get on the internet and using the hotspot. I called in on a daily and weekly basis. The one representative said she had a promotion of getting a new phone. I decided to get the s22 Plus. The agent said I would get a free phone on us. We talked about all the details and not once did she say I would ever have to pay anything else for the phone. She did say I had to put down a deposit but it would be refunded once the trade in was mail in. I mailed the trade in phone back to them. I told the rep the kind of phone I was trading in. Never was I told pay anything monthly. The only thing I was informed was I needed to keep the T-Mobile service and have the ***************** I have constantly called since with issues since the phone change. The only answer I get is they are working on it. 5G isn't available yet where I am using the service nobody can give me a timeframe. I noticed they are now charging me monthly for this phone. I called into speak to them about this. I am told no my trade in was only for 500 dollars. Not the deal discussed. No one said my phone wasn't eligible. She tells me that the promotion says up to $1000 dollars. Incorrect, I tell her I got the S22 plus. this is NOT what I was told verbally and the promotion clearly says a free phone on them. The S22 Ultra was up to $1000 not the phone I got. Last offer was to discount the insurance for 3 months I declined and ended the call. ($100) I was in shock because she knew that they made a mistake. Verbally is valid honor your advertisement. Your service is no good I shouldn't be forced to keep your svc.

  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. 17615987
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 24, 2022, regarding the above-referenced account.  Please be advised T-Mobile records indicate the account holder of record is ***********************, and he has designated *********************** as an authorized user of the account.
  
  ********************** 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 ************** account and based on the coverage map, confirms his account address is in a moderate coverage area with no known issues or planned enhancements.  As such, service is working as anticipated.
  
  T-Mobile records reflect that on June 1, 2022, a ******* Galaxy S22+ handset was purchased on the account on our Equipment Installment Plan (***), and was enrolled in our 2022 ******* Trade P20 promotion.  This promotion was from April 21, 2022, through June 1, 2022, and offered the ******* Galaxy S22+ on us, up to $1000.00, via a one-time trade-in credit and monthly **** credits, up to $1000.00, when purchasing on ***, trading in a qualifying phone, and activating a new voice line on an eligible plan.  It is important to note that the amount of the promotional credit was dependent upon the device being traded in.  The device purchased on the account had a full retail cost of $1,049.99, and the device traded-in qualified for $500.00 off, thus the customer is responsible for the remaining $549.99.
  
  In an effort to amicably resolve the matter, on July 27, 2022, T-Mobile closed and credited the *** associated with the device, as such there will be no future ******** for the device, making the device at no cost.  We regret any inconvenience to **************.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *********************
  Executive Response

• Initial Complaint

  Date:07/23/2022

  Type:Customer Service 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.

  Ordered service from T-Mobile had to pay ***** deposit paid it using debit card. But had to cancel service because my phones were already locked to another service provider. I called tmobile customer service multiple times and was told to wait until billing cycle came out which was July 20th 2022. Called back on July 23 2022. But cannot return my deposit. Would like for tmobile to return my ***** dollar deposit service was never activated. Thank you.

  Business Response

  Date: 08/02/2022

   
  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ****** Gowdy 
  Your File No. 17615645
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 23, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns ************** experienced with his account activation and we appreciate the opportunity to respond.  On June 20, 2022, ************** activated his T-Mobile account with three voice lines of service.  At the time of activation, ************** was required to remit a $25.00 deposit.  Deposits can be requested to be returned after twelve months of service in good standing or will be released automatically to the account after the account is canceled.  
  
  On June 22, 2022, ************** canceled his T-Mobile account with no usage, and the monthly services charges were credited in full.  As the $25.00 deposit was automatically released, the account was left with a credit balance of $25.00.  Regretfully, our records do not reflect a refund was processed. 
  
  To resolve this matter, on August 2, 2022, T-Mobile processed a refund for the $25.00 via direct deposit to Mr. ****** financial institution.  Please allow up to three business days for processing.  Should ************** have any questions or issues with his refund, he may contact our office directly at the number below.  As of August 2, 2022, the account remains canceled with a zero balance.  T-Mobile regrets any inconvenience to ************** 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. 
  
  ***** Montoya 
  Executive Response
  
  

  Customer Answer

  Date: 08/04/2022

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