Complaints

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

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• 

  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

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

• 

  T-Mobile

  4640 Avenue W Birmingham, AL 35208-4710

• 

  T-Mobile USA, Inc.

  320 Avalon Ave Ste 4 Muscle Shoals, AL 35661-2877

• 

  T-Mobile USA, Inc.

  7830 Highway 72 W Ste 170 Madison, AL 35758-9504

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:07/22/2022

  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 tried to sign up for the Essentials 55+ plan with 2 cell phone lines. I first tried on the website and ran into issues as they said they could not verify my identity. Keep in mind that I provided a SS#, an address, and a credit card number and they also ran a credit check. I called and spoke with Billyray who was more than happy to get me signed up. I was skeptical because she sent over some disclosures to sign that really didn't make much sense, but she "assured" me it was all standard operating procedure and not to worry. She also said that I needed to pay an activation fee and when I questioned that I did not see that on the website, she explained that because she was processing the order, instead of the website, then she couldn't remove the charge, but once again not to worry, they would refund me the activation charge after the lines were activated. A couple of days passed and 2 sim cards arrived. I called T-mobile to activate the cards and wasasked for a PIN. I explained no PIN was provided, they said I needed to go into a T-mobile store to activate. I explained how I signed up and that I've already paid - this went in circles before I was switched to someone else. The next person managed to send me a temporary PIN as I inserted one of the *** cards into an existing phone. He then proceeded to tell me that I had signed up for internet access and not cell phone service. When I tried to question why they had sent me 2 *** cards if I had signed up for cell service, he didn't have an answer. 40 minutes later a supervisor took over. Once again I explained the whole situation. ******* assured me she would make it right. An hour later I still didn't have service and I was still signed up for internet access. Finally ******* offered to call me back as she worked through the issue . She never called back. At this point I had enough and called back to cancel my account. I was assured that a refund for the activation fee would be processed, but that did not occurred

  Business Response

  Date: 08/03/2022

  
  August 3, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
              Re:      *******************************
                          Your File No. 17610290
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 22, 2022,regarding the above-referenced account.   
  
  T-Mobile regrets any concerns ******************** may have with the account and we appreciate the opportunity to address them.  T-Mobile records show on July 17,2022, ******************** contacted our ******************** and choose to activate one voice line of service on our Essentials 55+ rate plan for $65.00 per month (taxes excluded) and enrolled in the optional handset Protection 360 feature for $9.00 per month.  On that same date, ******************** purchased a ******* A32 handset on our Equipment Installment Plan (***) via 24-monthly installments of $10.75.  At the time of purchase, ******************** was asked to remit a payment of $89.41 for the taxes on the retail price of the handset and the Assisted Support fee.  Customers activating from our ******************** are provided with a 20-day return period, which allows them to use the equipment to see if it meets their needs.  If the equipment is not acceptable, it may 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. 
  
  New customers are assigned a billing cycle within one to two days from the date of activation and are billed by a system known as **** current.  Mr. ********* first billing statement was dated July 18, 2022, and reflects a total of $78.87 for services billed in advance from July 18, 2022,through August 17, 2022.  
  
  Please note T-Mobile takes account security seriously.  T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by the Team of Experts (TEX) to gain access to the account.  If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ********************** handset.  Therefore, on July 17, 2022, when ******************** called TEX and could not verify the accounts PIN, account access was declined.  However, on July 20, 2022, ******************* was able to receive the one-time PIN and was able to gain access to the account.  At which time, ******************** informed TEX he was supposed to have two voice lines, however before we could activate the second line, he chose to cancel the account on that same date.  It should be noted two SIM cards were provided to ******************** with his handset order from July 17, 2022, however,only one line was activated. 
  
  If 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.  This information is disclosed within the *** agreement provided at the time of purchase.  As the ******* A32 has not been returned, the remaining *** balance of $258.00 will be accelerated and posted to the next **** statement dated August 18, 2022. 
  
  In Mr. ********* correspondence to your office, he states an internet access-only line was activated instead of a voice line of service.  Upon review of T-Mobile records,we have found that no other lines of service that were activated for *******************. T-Mobile regrets any inconvenience to ********************.
  
  On July 22, 2022, our office applied an account credit of $78.87 resulting in a zero balance due on the account.  And on August 1, 2022, a return label for the ******* A32 handset was provided to ******************** so that he may return the handset to T-Mobile during the 20-day return period the handset must be received in like new condition with no physical or liquid damage, to receive a refund of $89.41 and to have the *** balance of $258.00 adjusted. 
  
  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 ***,INC.
  
  
  *******************************
  Executive Response
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17610290
  
  I am rejecting this response because:

  I feel obligated to respond to the inaccuracies of ********************************* response.  As a consumer we are too often shoved aside as the options we have for recourse are limited, time consuming and often cost us money.  On July 17th, I attempted to enroll online in the Essentials 55+program for 2 lines of service. My first red flag should have been the necessity of a credit check. Please keep in mind that this was only for 2 lines of service, I had no intention of purchasing anything. So fine, I went to the trouble of unfreezing my credit as I was under the assumption that I was dealing with a reputable company that wanted to cover all its bases.  The 2nd red flag should have been the requirement of my social security number, but once again, I felt I was dealing with a reputable company who would safeguard my information. I went through all the steps online to complete the transaction, but on the last step was informed that an error had occurred, and I would need to speak with a T-Mobile Expert.  I mention this as it leads us to one of ******************** inaccuracies
  She states that on July 17, 2022, when ******************** called TEX and could not verify the accounts PIN, account access was declined. I did not have an account at that time as I had just attempted to sign-up on line and it failed so I had no account information,  so how could they have asked me for a PIN as ****************** states?
  Another inaccuracy is when she says on July 17, 2022, ******************* contacted our ******************** and choose to activate one voice line of service on our Essentials 55+ rate plan for $65.00 per month (taxes excluded) and enrolled in the optional handset Protection 360 feature for $9.00 per month. I attempted to enroll 2 lines of service and was very clear about that.I also did not enroll in the optional handset Protection 360 feature. There was no talk of that with the T-Mobile Expert and it is not anything that I would ever do. I had no intention of buying a phone, but Billyray assured me the phone was complimentary and all I would need to do is pay the taxes on the phone, which she assured me would be re-imbursed after the line was activated. Another red flag, that I ignored.  
  ****************** also states ******************** purchased a ******* A32 handset on our Equipment Installment Plan (EIP) via 24-monthly installments of $10.75, Once again, this is a false statement. As previously mentioned, the phone was complimentary, but additionally, it was not a ******* A32, it was a ******* A13. If T-Mobile records are so accurate, why is the model incorrect?
  ***************** does make one accurate statement when she says However,on July 20, 2022, ******************** was able to receive the one-time PIN and was able to gain access to the account.  I had been on the phone for over an hour with 2 different T-Mobile Experts who seemed completely baffled by my account set-up. They kept insisting that I had enrolled in a line of internet service. When I reminded them that I had received 2 sim cards, they could not explain what was happening and insisted that I had to go into a T-Mobile store to sort things out. After finally suggesting that I insert one of the sim cards into my wifes phone (which was to be the 2nd line of service), they were able to send me a PIN to Verify my account.However, that didnt help. According to them I was still only signed up for one line of internet access. I requested a supervisor who listened to the story and attempted to correct the issue. At this point we are into our 3rd hour on the phone. ******** assured me that she would sort things out. I was put on hold several more times before she offered to call me back. She said she understood what needed to be done and would call me back.  The entire day passed, but she never called back so at this point I had decided enough was enough. I called back to cancel my account, and comically enough the T-Mobile Expert I spoke with asked if I was cancelling my internet account.
  It is only after filing a dispute with my credit card company and filing this complaint with the BBB did another T-Mobile Expertattempt to reach out to me. I spoke with ******* ******* who assured me she would handle everything, cancel the account, refund the charges and send me a return label for the ******* A13, but even that did not go smoothly. The *** label was never sent, and I was subject to threatening calls from the T-Mobile collections department. Only after sending several emails to Savita did she reach out again. I received the *** label and have sent the phone back, now well have to see what happens next
  It is quite obvious that T-Mobile uses a bait and switch tactic when they advertise online sign-up. It is quite obvious that the T-Mobile ExpertBillyray outright lied to me about the complimentary phone and the charges.  It is also quite obvious that the documentation regarding this incident was put together after the fact.
  I am happy to say that I signed up for mobile service with another company and it worked like a charm. No credit check, no social security number and they had me up and running within minutes it too bad that T-Mobile is so inept, but I will be sure to share my story.
  
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/22/2022

  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 took my phone to T mobile for a screen replacement on 7/16/22 claim number ******** i addressed concerns with the manager about my phone and issues over the year with them deactivating my sim card and issues with replacement of a screen protector that has a lifetime guarantee per their agreement of purchase. and that i wanted to upgrade my phone. He said made several excuses about the screen protector then said well u need to pay 30 for a screen replacement and then we can upgrade the phone. i left my phone for 2 hours. when i returned they just handed me my phone, no reciept . No troubleshooting to ensure my phone was operable after they fixed it nor the upgrade i requested. For 7 days my phone has been disconnecting from the network saying no network available. i have contacted them about this issue even asked for a credit to upgrade the phone so that i may upgrade and return the phone to them as instructed by the insurance company that covers the device insurance but they refuse. I use my phone to work and im unable to work. i was also told to let this happen 30 days before they will do anything or issue a credit for the price of the phone due to thier negligence

  Business Response

  Date: 08/08/2022

   
  August 8, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      Mahogany Coats
  T-Mobile Account Holder: Motivation ********************* Mahogany Coats
  Your File No. 17609685
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is Motivation ********************* Mahogany Coats and that Mahogany Coats has been designated as an authorized user of the account. Please be advised we have made attempts to contact **************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ************** concerns within this letter.  
  
  T-Mobile regrets any concern ************** may have regarding the account and we appreciate the opportunity to respond. On January 8, 2021, ************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of a ******* Galaxy FE 5G device. A down payment was not required; however, ************** agreed to a series of 24-monthly installments in the amount of $29.17. Please note, by purchasing T-Mobile equipment, ************** received a one-year Limited Warranty provided by the manufacturer of the device. Upon review of the account, this warranty has been extended as ************** subscribed to the optional Protection 360 Tier 5 feature, which includes screen protector replacement for only $29.00 if an eligible screen protector is purchased in a T-Mobile channel. 
  
  T-Mobile records indicate on July 14, 2022, ************** contacted T-Mobile to report her ******* Galaxy FE 5G device was physically damaged. As such, T-Mobile recommended she files an insurance claim with Assurant, to have the device replaced. However, ************** declined this option. Thereafter, on July 15, 2022, ************** contacted T-Mobile and requested a screen protector replacement. ************** was referred to a T-Mobile store to have the screen protector replaced for a $29.00 fee. Regrettably, ************** refused to visit a T-Mobile store; therefore, as a courtesy to her, T-Mobile issued an account credit of $40.00, to reimburse her for the purchase of a new screen protector. 
  
  Hence, on July 16, 2022, ************** visited a T-Mobile store and had her screen protector replaced. In addition, on July 16, 2022, ************** initiated a device protection claim, number ********, through Assurant, for the damaged ******* Galaxy FE 5G. However, this same day, Assurant closed the claim, stating the device issues were resolved.
  
  Additionally, T-Mobile researched the last twelve months of the account and our records do not indicate ************** *** card was replaced within that timeframe. Subsequently, on July 21, 2022, the *** card on ************** line of service ending in **** was updated, per her request. 
  
  In addition, T-Mobile records indicate ************** contacted T-Mobile on numerous occasions requesting an account credit to pay off the remaining balance owed on the ******* Galaxy FE 5G ***. As ************** request was unwarranted, T-Mobile respectfully declined any credits. Moreover, on July 22, 2022, ************** purchased an Apple iPhone 13 with our *** program. ************** was required to remit a down payment of $49.99 and agreed to a series of 24-monthly installments in the amount of $31.25. 
  
  Furthermore, as a gesture of goodwill to ************** and as a one-time courtesy, on August 3, 2022, T-Mobile closed the *** associated with the ******* Galaxy FE 5G, absolving ************** from the financial responsibility on the remaining balance owed of $145.76. In addition, a credit of $29.17 was issued to the account, to adjust the last ******* Galaxy FE 5G *** installment billed, updating the account balance to $55.59.  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:07/22/2022

  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 have been without cellular voice and date service since 6-27-2022 and are being told it will not be restored until 6-24-2022. We have no other telephone communication available and T Mobile is not offering a work around. This is unacceptable.

  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. 17610000
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.  Please be advised T-Mobile records indicate the account holder of record is ***********************, and she 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 the account and based on the coverage map, confirms the account address is in an excellent LTE/4G area, and a moderate 5G area.  However, we were able to confirm that modernization was being completed in the area beginning on June 17, 2022, which was completed on July 25, 2022.  This modernization may have had intermittent impacts on the service ************ received.  In an effort to amicably resolve the matter, on July 27, 2022, a credit was issued to the account for $100.00.  The account remains open with a credit balance of $100.00.  We regret any inconvenience to ************.
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***********************
  Executive Response

• Initial Complaint

  Date:07/22/2022

  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.

  To whom It May ********* few weeks ago (on 07/03/22 at 12:11 pm), I contact T-Mobile's customer service because I had a problem connecting to the internet and dropping phone calls, again. After technical assistance, a T-Mobile agent (her name seems to be ********) recommended updating my phone to the new version and she mentioned, that it would be free for me, but since I only prefer the ************** I declined the offer, however, asked if I can get a discount on the iPhone 13/13 mini. She told me that it is possible and even mentioned $350 plus $35 (a support fee). Overall 385 dollars, due to my long time with T-mobile.Unfortunately, she never calls me back. I also corresponded with T-Mobile a week or two ago, unfortunately, due to an unreliable connection, I lost contact with a person (his name was ****** or *********, a supervisor, but Im not sure exactly).In my opinion, if a representative offers something, he should keep the promises.Thank you

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17609974
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any inconvenience ******************** experienced and we appreciate the opportunity to address his concerns.  Our records confirm on July 3, 2022, ******************** contacted our Team of Experts (TEX) regarding concerns with his device.  After troubleshooting, our TEX team recommended ******************** upgraded his device and was offered a 50% discount towards the purchase of a new Apple iPhone 13 Mini device.  Regretfully, T-Mobile could not confirm Mr. ********* acceptance of the offer at the time.  
  
  On July 29, 2022, T-Mobile contacted ******************** regarding his concerns.  In our conversation, T-Mobile explained the 2022 Apple Trade P24 offer which stipulates that starting July 14, 2022, and for a limited time customers can get up to 50% off the Apple iPhone 13 (maximum payout of $400.00 via one-time trade-in credit and monthly device credits) when they purchase one on our Equipment Installment Plan (EIP) and trade-in a qualifying phone.
   
  As such, ******************** decided to take advantage of the 2022 Apple Trade P24 offer and took advantage of our EIP to purchase a new Apple iPhone 13 priced at $799.99 and agreed to 24 monthly installments of $33.34 each.  ******************** traded in an Apple iPhone 6 device which qualifies for a maximum offer value of $100.00 in the form of a one-time trade-in credit of $10.00 and 24 monthly device credits of $3.75 each.  ******************** accepted the promotional offer as resolution to his concerns.
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. ********* recent contact with our TEX teams. 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: 08/02/2022

  Complaint: 17609974

  I am temporarily rejecting this response because I need time to learn about the condition of my new phone...

  I dont know who is to blame the company that packs the parcel or the delivery service...
  Today at 1:02 p.m. I received a damaged package from T-mobile, delivered by UPS. 
  After a brief examination, I didn't find damage inside the iPhone (original) packaging, but there may be hidden damage inside the iPhone caused by impact and/or shaking. It's better if I show the phone to a professional this Thursday... 
  Otherwise, in the case of phone damage, I want a replacement with a new undamaged iPhone 13 that I ordered from T-Mobile earlier.
  P.S. I asked the delivery person to take pictures of the delivery and note that the box was damaged. He assured me that he would do it.

  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/11/2022

  I reserve the option of reopening this case in the event of the loss and/or damage of my package, which is known not to have been insured by T-Mobile. 
  Please see my correspondence with a T-Mobile representative.  See the attachments.
  
  P.S. I believe that I have met all the necessary conditions to receive $100 for my old phone sent yesterday, 08/09/22.
  
  Sincerely, *************************

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17609974
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 2, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any continued concerns ******************** may have regarding his handset.  T-Mobile records indicate on July 29, 2022, ******************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 13 handset.  ******************** did not remit a down payment however he agreed to series of ************************** the amount of $33.34.  Additionally, as ******************** agreed to trade in his Apple iPhone 6, he qualified for the 2022 Apple Trade P24 offer and is scheduled to receive a monthly recurring device credit in the amount of $3.75 for the duration of the ***.  
  
  We received Mr. ********* trade-in on August 15, 2022, and the fair market value credit of $10.00 was applied to the *** that same day.  ******************** is actively enrolled in in the 2022 Apple Trade P24 and will receive the full value of $100.00 via the $10.00 trade-in credit and 24 monthly credits of $3.75.
  
  As of the time of Mr. ********* purchase of a new handset, T-Mobile provided a 20-day return period which starts on the date of delivery.  This allowed ******************** to use the equipment to see if it meets his needs.  If the equipment was not acceptable, it could have been 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.  Please note, the *** tracking number ending in ****** reflects the package was delivered on August 2, 2022.  T-Mobile regrets if ******************** received his package appeared to have incurred damaged.
  
  If Mr. ********* handset is not functioning correct, and he would like to return it, he may contact our office at the number below and a return label will be provided at no cost.  T-Mobile regrets any inconvenience to ********************, and we appreciate his business.
    
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *********************
  Executive Response
  
  

  Customer Answer

  Date: 09/01/2022

   
  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:07/22/2022

  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 chatted with an "expert" on the TMobile website about getting information about internet plans. She told me that if I purchased the ******* unit for $90 plus tax. We would have unlimited internet for $50 a month. I thought this sounded great, and placed the order with her. We received the unit and everything was great for 2 days. After that, the internet quit working. I chatted again and was told that our plan was for 50mb. The unlimited plan was not even available for our house. I called the number on the website to cancel, and it just disconnects.To resolve this, I would like my service canceled. I would also like to return the ******* unit at TMobile's expense and receive a refund of what I paid for it, as what they did was bait and switch

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17609901
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets our service did not meet Ms. ****** needs, and we appreciate the opportunity to respond to her concerns.  T-Mobile records reflect that on July 1, 2022, ************** opened the above-referenced account and activated a mobile internet line on our Mobile Internet 50 GB rate plan. Regretfully, T-Mobile does not offer an unlimited mobile internet rate plan.
  
  In an effort to amicably resolve the matter, on July 28, 2022, T-Mobile cancelled the account at Ms. ****** request.  Additionally, we have issued a return kit for ************** to return her equipment.  Upon receipt, she will receive a refund for anything paid at the time of purchase and a credit will be issued to the account for any service charges billed.  If there is additional concern regarding the return, we encourage ************** to contact me at the number below.  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 Response

• Initial Complaint

  Date:07/22/2022

  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 7/19/2022 tried to purchase phone from metro by t mobile. In error they transferred my phone (which is ATT) to their service, which I did not request. After purchasing the phone for $231.04 they were going to charge me $150.00 more and I didn't agree to that so requested by cash payment be returned. Only reimbursed $149.36 ($231.04 minus $81.68) stating that the activation fee was not returnable. Since I didn't get the phone or the service I called the customer service number given by them ***************) and was told since the payment was in cash and the phone was not activated they could not help me that I would have to go back to the store. Went back 7/21/2022 but was told again the activation fee could not be reimbursed even though the phone was never activated.

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:  ***** Moreno 
  Your File No. 17607234 
  Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated July 28, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns **************** may have experienced regarding refunds.  We appreciate the opportunity to respond.  Our records reflect that **************** activated his account on July 19, 2022, at a Metro by T-Mobile authorized dealer location.  Please note, in order to port a mobile number from a different carrier to Metro by T-Mobile, customers must provide their account number, PIN number, and ********************** number which are associated with the other service provider.  T-Mobile has no way of porting a number without this information.
  
  Please be advised, pursuant to the Terms and Conditions of Service, customers activating new service are eligible to be return their equipment within the 14-day return period.  Customers must return the device with its receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the devices hardware or software.  Returns must be made at the original point of sale and all returns must be made for reasons outside of warranty issues.  There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.
  
  Our records confirm that **************** was provided with a refund of $149.36 for the cost of the devices he purchased; however, pursuant to the terms of our Return Policy reference above, he did not receive a refund for the upfront activations fees totaling $81.56.  
  
  During our discussion with **************** on August 3, 2022, we provided him with the information outlined above.  If **************** has any further questions or concerns regarding this matter, he may visit the Metro by T-Mobile store where these transactions were completed.  We appreciate ****************** feedback regarding his experience. 
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. 
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6 a.m. to 2 a.m. CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or me directly at ************.
  
  
  Sincerely,
  
  METRO BY T-MOBILE
  
  *****************************
  Executive Response
  
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17607234
  
  I am rejecting this response because: I gave the information to them regarding my current att account as I understood they wanted to verify past phone history.  They mistakenly closed my account with ATT and opened it with them.  I had to have them reverse this and then I was told I would have to pay $150.00 more for the phone and that is when I canceled the order.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/22/2022

  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.

  We were going to switch cell phone carriers. We started the process with T-Mobile and before activation canceled the deal due to issues we were having with them already. A free phone was sent and returned. We also returned the *** card for another phone we were going to switch to them. T-Mobile billed my credit card for monthly service that was never activated. I went to the local store and spoke with ************ He tried to obtain my account number and was told I dont have an account only an application was found. He advised me to file fraud charges. I spoke with Love at T-Mobile and she advised me also that I do not have an account and to file fraud charges with my bank. She said she had no resolution to my issue.I would like to have the $35 activation fee on the *** card that was returned and the $90 autopay charges billed on my credit card. I dont know how they can charge me if they say I dont have an account. Again all equipment was returned to them and service was never activated.

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17609622
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets our service did not meet Ms. ****** needs, and we appreciate the opportunity to address her concerns.  T-Mobile records reflect that on July 1, 2022, the account was opened, and on July 22, 2022, the account was cancelled at Ms ****** request.  ************ enrolled in AutoPay at the time the account was opened, on July 20, 2022, a payment was collected for $90.00.  On July 22, 2022, when the account was cancelled, a refund was issued for $90.00.  However, this left an account balance of $90.00, which was credited on July 28, 2022.  Additionally, in our conversation, Ms. ***** confirmed she received a refund for the *** Starter Kits that were returned as well.  The account remains closed 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 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 Response

  Customer Answer

  Date: 07/28/2022

  The monies were refunded. Please close the request. 
  
  Thank you. 
  
  ***********************
  

  
  

• Initial Complaint

  Date:07/22/2022

  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.

  I was searching for a new cell phone carrier when I spoke to someone at T-Mobile. She promised at least one month of free service and a $100 gift card. It may have been two months but I think the gift card was instead of the second month. So I signed up for 2 lines for the senior plan at $70 per month. The first **** came through at $100 with no reference to the offers discussed. I called T-Mobile and spoke to ****** immediately after I found out. He switched me to the correct plan and said they would look at the call log and would honor what the representative said. He called back today to say they could not find the tape of the calls and they currently had no promotions they could offer. He did say we could cancel. Big deal. He said he didnt question that I had the conversation, just that they couldnt verify it. Somebody (not ******) can identify who the sales person was. Its not only about the money at this point. Its about their representative luring me in by making stuff up. If I were the business, and I was dealing with a new customer, I would apologize and offer the credit. I dont care about the gift card, but would like a $140 credit to my account.

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17609384
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any inconvenience ******************** experienced and we appreciate the opportunity to address her concerns.  Our records indicate on July 12, 2022, ******************** activated her account with two lines of service and subscribed to the Magenta *** 55+ rate plan at $100.00 per month.  
  
  Ms. ********* account is billed by a system known as **** current.  This means charges for Ms. ********* rate plan are billed in advance of the service being provided and become due within that billing cycle.  As such, Ms. ********* account produced the first billing statement in the amount of $100.00 and it was due on August 5, 2022.
  
  On July 15, 2022, ******************** contacted our Team of Experts (TEX) regarding her first billing statement indicating she had been advised her monthly charges would be of $70.00 per month and not of $100.00 as her first billing statement indicated.  As such, T-Mobile updated Ms. ********* rate plan to the Magenta 55+ at $80.00 per month for both lines of service effective immediately.  ******************** also subscribed to the optional *************** which when combined with the Magenta 55+ rate plan, it provides at $5.00 monthly discount per line to reduce the monthly recurring charges to $70.00 per month.  However, the change is pricing will not reflect until the next billing statement.  
  
  T-Mobile has reviewed Ms. ********* account and unfortunately, we could not locate any records of an offer in which we would provide a credit of $140.00 equal to two months of service under Ms. ********* current rate plan.  
  
  Nonetheless, on July 23, 2022, in an effort to amicably resolve Ms. ********* concerns, T-Mobile issue an account credit of $140.00 as a gesture of goodwill.  ******************** accepted the credit as resolution to her concerns and her account remains active with a credit balance of $40.00.  T-Mobile regrets any inconvenience ******************** experienced.  
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *******************
  Executive Response
  
  

  Customer Answer

  Date: 08/04/2022

  I apologize. I missed the first message. I do accept this response. 
  *************************

• Initial Complaint

  Date:07/22/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've been a T-Mobile post-paid customer for over 5 years.I ran into trouble financially due to a issue with a med. LOA at work stopping payments due to a dr not sending a paper in.On top of that my spouse was having issues relating to his work due to gig-work and the price of gas effectively making him unemployed.These things have caused 2 accounts to deny payments.I setup a payment arrangement.Unfortunately I couldn't keep the arrangement.On July 7 I called and was told if I paid 40 I could reset my arrangement and get a new arrangement.I paid and didn't go on to set the new arrangement until July 18.The system would not allow me to reset my arrangement.I called several times between July 18-July 22.When I spoke to T-Mobile on July 20 I was unsure of when I would be able to make a sizeable payment.I told T-Mobile I would call back on July 21.I called back and was on for over an hour.I was told I would be receiving refunds for unauthorized charges to my account via ****** payment which was supposed to be disallowed on my account.The employee said it had to go back to my payment method which I will unlikely receive due to the banking account being closed.I was also told that my account would get an extension until at least July 26 before being shutoff.I woke up with my service no longer active.I tried to call this morning and didn't get through due to a issue with the phones.I ask that my service be immediately restored, I ask for the refunds to be credited I was promised. I ask also for any and all assistance I can get because I am trying to get in a better standing and not struggle so much.I just went back to work after 2 yrs on a LOA where I greatly struggled but always somehow paid my ****.I currently show my account at $741.00, I validly owe much of that. I ask that T-Mobile show some loyalty to me for my long loyalty to them and work with me and help me either by giving me a credit or setting aside my past due and let me pay my current plus a little pastdue.

  Business Response

  Date: 07/29/2022

   
  July 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       *******************************
  T-Mobile Account Holder: Acacia Reynolds 
  Your File No. 17609128
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is Acacia ********, and she has designated ******************************* as an authorized user of the account. 
  
  ********************** regrets any concern ******************** may have regarding the account and we appreciate the opportunity to respond. Please note, on November 26, 2016, ******************** activated the account and has three voice lines ending in ****, **** and ****, enrolled in the Magenta ************ rate plan, for a monthly cost of $110.00, for the first two lines and the additional line is $25.00. In addition, the account has two SyncUP drive lines ending in **** and ****, enrolled in the Sync Up Drive 2GB rate plan, for a monthly cost of $15.00 each and a Mobile Internet (MI) line ending in ****, enrolled in the Magenta Plus Tablet 10GB rate plan for $35.00 a month, after an MI discount.
  
  On September 14, 2021, ******************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of two ******* Galaxy S21 Ultra devices. Accordingly, ******************** was required to remit a down payment of $519.98 for each device and agreed to a series of 24-monthly installments in the amount of $28.34, for each device. However, the account qualified for the 2021 ******* Trade P16 promotion and as such, each ******* Galaxy S21 Ultra device is eligible for 24-mothly credits of $32.09. Thereafter, on October 2, 2021, ******************** purchased a ******* Galaxy S21 with our EIP program. A down payment was not required; however, ******************** agreed to 24-monthly installments of $33.34. Please note, this ******* Galaxy S21 also qualified for the 2021 ******* Trade P16 promotion and is eligible to receive 24-monthly credits of $30.63.
  
  On February 7, 2022, ******************** purchased a ********************* with our EIP program. A down payment was not required and she agreed to 24-monthly installments of $4.00. On March 25, 2022, ******************** purchased handset accessories with our EIP program. ******************** was not required to remit a down payment; however, she agreed to 12-monthly installments of $13.52.
  
  T-Mobile records confirm, ******************** billing cycle runs from the 27th of the month to the 26th of the following month, with payment due on the 19th. 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 April 19, 2022, was not received on time and as such, on May 24, 2022, T-Mobile suspended the accounts ability to place outbound calls. 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 ******************** remitted a partial payment of $149.00, on May 24, 2022, and the account was reactivated and assessed a $20.00 restore from suspension fee for three lines of service. The billing statement dated May 27, 2022, was sent reflecting a balance of $784.12 due by June 19, 2022. This balance consisted of past due balances for monthly access charges from March 27, 2022, through May 26, 2022, EIP charges, ****** Play third party purchases, restore from suspend fees, a late fee and taxes. 
  
  As the account remained past due on May 28, 2022, the account was suspended for non-payment. This same day, ******************** remitted a $100.00 payment, and the account was restored. Hence, ******************** agreed to a two-way payment arrangement, and agreed to pay $72.74 by June 4, 2022, and $290.94 by June 18, 2022. On June 4, 2022, the account received the payment of $72.74; however, on June 14, 2022, the payment was returned unpaid, and the balance was reverted to the account. Thereafter, on June 22, 2022, a payment of $276.26 was posted to the account and updated the account balance to $475.27, which included three restore fees.
  
  On June 22, 2022, ******************** agreed to a two-way payment arrangement and agreed to pay $95.05 by July 6, 2022, and $380.22 by July 19, 2022. The billing statement dated June 27, 2022, was sent reflecting a balance of $741.14 due by July 19, 2022. The balance consisted of the past due balances, monthly access charges from June 27, 2022, through July 26, 2022, EIP charges and a late fee. 
  
  Regrettably, on July 6, 2022, the payment of $276.26 that had posted on June 22, 2022, was returned unpaid and the balance was reverted to the account, updating the balance to $1,017.40. Consequently, the account was blocked from making electronic check payments. In addition, please note, ******************** failed to fulfill the promised payments. Subsequently, on July 7, 2022, ******************** contacted T-Mobile and remitted a payment of $95.05 updating the account balance to $922.35. Please note, no further payment arrangements were created on the account. On July 21, 2022, a courtesy credit of $30.00 was issued to the account, for disputed third party charges, updating the balance to $892.35.
   
  However, as the account remained past due on July 22, 2022, the account was suspended for non-payment. This same day, ******************** contacted T-Mobile to go over the billing. As a courtesy, a credit of $197.48 was issued, for third party charges, leaving a balance of $694.87 and the account was restored from suspension. In addition, as a courtesy, we issued a collection hold until July 27, 2022, to allow ******************** some time to bring the account current. 
  
  Please note, on July 28, 2022, we spoke to ******************** and apprised the above and advised it is T-Mobiles position that the balance is valid and owed. As a courtesy, we offered to issue a collection hold on the account until August 5, 2022, allowing additional time to remit a payment. Hence, we will follow up with ******************** on August 5, 2022, and if a partial payment has been remitted, we will consider additional payment arrangements. Please note, ******************** accepted our proposition. That said, T-Mobile respectfully declines the request of receiving additional account credits. T-Mobile regrets any inconvenience to Mr. and ********************. 
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***** May
  Executive Response
  
  

  Customer Answer

  Date: 07/29/2022

   
  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:07/22/2022

  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.

  So on Wednesday I called t mobile tk ask what options I have for my acct currently Im going through a terrible financial hardship so I talked to a rep named ******* and she did her best to help me but couldnt so I asked to speak to a supervisor and I talked to **** I explained to him what was going on I told him that I could pay 300 on Aug 3rd so he told me he could see what he could to he came back and said what a blessing I can hold your acct til that time and assured me over and over i would not loose service well here it is today ans my acct is suspended this is like the third time this has happened to me I know all the calls are recorded something has to be done I would really like for the 300 I was suppose to be paid to be credited to the acct this has caused a lot of inconvenience on my end with all my lines Im not sure why I have to continue to go through this when I have been a loyal customer for so long

  Business Response

  Date: 07/27/2022

  July 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17608986
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 22, 2022, regarding the above-referenced account.  We are pleased to report that we have resolved the matter to ****************** satisfaction.
  
  T-Mobile regrets to hear of **************** concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect that on July 5, 2022, **************** agreed to a payment arrangement, so that she could retain service though the account was delinquent, to be paid in two installments of $314.27 on July 19, 2022, and $314.26, on August 2, 2022.  As the first scheduled payment was not remitted as agreed, on July 21, 2022, service was suspended.  Additionally, records reflect that on July 19, 2022, a hold was placed on the account through August 3, 2022.  Please be advised that a payment arrangement must be secured to keep a delinquent account active, as such, the hold placed on the account was systemically removed as it was outside of policy.  
  
  On July 26, 2022, as a one-time courtesy, an executive hold, that will not be removed, was placed on the account through August 3, 2022.  **************** has agreed to remit payment for $300.00, by that date.  We will review the account after that date and if the payment is made as agreed, we will place another courtesy hold on the account through August 16, 2022, to allow **************** time to remit payment to bring the account current.  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 Response
  
  

  Customer Answer

  Date: 07/27/2022

   
  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,
  
  ***********************